Real Time Analyst

From 1 to 3 year(s) of experience
₹ Not Disclosed by Recruiter

Job Description

Roles and Responsibilities

Years of Experience:
2 – 4 years’ experience working in a Real Time Adherence Team Key
Role & Responsibilities:
Monitors call routing and flow real time
Conducts real-time analysis of all metrics for multiple Lines of Business - Forecast Variances, Service level targets, AHT target variances, Occupancy targets, etc.
Identifies course of action or makes recommendations relating to deviations (Schedule Adjustments, Skill Switches/Leveraging)
Monitors real time activities
Trouble-shoots real-time technology issues
Reporting (Scorecard Stats, Daily UABS/Shrinkage numbers, Over/under updates, etc)
Monitors adherence/compliance to schedule and escalates for investigation.
Ensure all required data is tracked and trended on a continuous basis
Makes recommendations and routing changes based on observations
Interface with business unit management as needed for escalation of service-impacting issues
Analyses schedule efficiency measurements as well as key indicators such as service level, for continuous improvement
Participate on scheduled and adhoc client calls
Key Skills Required:
Should have relevant experience of 2 – 3 years
Hands on experience working in a Real Time Adherence Team or a work force management team
Clear understanding of basic workforce management principles
Knowledge of MS Office and Excel intermediate to advanced Knowledge
Excellent communication skills in English - Written & Verbal
Strong knowledge and exposure to Quality and Process Improvement techniques
Good analytical and listening skills
Good leadership skills
Should be a good team player

Role:MIS Executive

Salary: Not Disclosed by Recruiter

Industry:BPO / Call Centre

Functional AreaCustomer Success, Service & Operations

Role CategoryOperations Support

Employment Type:Full Time, Permanent


UG:Any Graduate

Company Profile

Betsol Software India Private Limited

About BETSOL :

BETSOL is a cloud-first digital transformation, data management, and robotic process automation company offering products and solutions to both enterprises and consumers. BETSOL’s Data Management product lines include Rebit ( and Zmanda ( BETSOL’s Robotic Process Automation product line is comprised of products and professional services under the LeTo brand ( BETSOL Global IT Services ( builds and supports end-to-end enterprise solutions, reducing time-to-market for our customers. Our engineering team, with its several patents, delivers award-winning products and solutions in over 40 countries.

Our work locations are set against the vibrant backdrops of Denver, Broomfield, Colorado and Bangalore, India.

Company Info
View Contact Details+

Contact Company:Betsol Software India Private Limited