Real-Time Analyst Job in Mumbai at CoinDCX

CoinDCX is hiring for the role of Real-Time Analyst!

Responsibilities of the Candidate:

Real-Time Monitoring and Analysis:

• Monitor live performance across multiple channels (e.g., help desks, and chat support).
• Track key performance indicators (KPIs) such as service levels, wait times, and agent utilization, agent adherence.
• Ensure that service levels are being met by tracking workforce performance and adjusting real-time schedules as necessary.

Workforce Management Support:

• Support the Workforce Management team by analyzing scheduling trends, forecasting variances, and adjusting break times, shift changes, or overtime to meet demand.
• Communicate with agents and supervisors regarding adherence to schedules, breaks, and any real-time changes or adjustments.

Data Reporting and Performance Insights:

• Generate and distribute real-time performance reports and alerts to managers and key stakeholders.
• Identify patterns or trends in operational data, and proactively flag issues that may impact performance or service delivery.

Adherence and Escalation Management:

• Track agent adherence to scheduled start times, breaks, lunches, and end-of-shift times.
• Work with team leaders to address any performance issues and escalate where necessary.

Problem Solving and Issue Resolution:

• Quickly analyze and address any issues affecting service levels (e.g., high call/chat volumes, unanticipated absenteeism, or technical difficulties).
• Escalate issues as needed and propose solutions to minimize impact on service levels.

Collaboration and Communication:

• Work closely with the Service Delivery, Workforce teams to ensure scheduling and staffing are optimized.
• Communicate regularly with supervisors and managers regarding real-time adjustments, agent performance, and any service level risks.

Continuous Improvement:

• Identify opportunities for improving operational processes, forecasting accuracy, and overall performance.
• Participate in regular meetings to discuss trends, challenges, and ways to improve efficiency and effectiveness.

Requirements: 

Education:

• Any Bachelor’s degree is preferred.

Experience:

• Minimum 2-3 years of experience in a real-time analyst or similar role within a contact center or operations environment.
• Strong understanding of Workforce Management tools and practices (e.g., Sprinklr, NICE, Verint, Aspect, etc.)
• Added advantage for strong understanding of Sprinklr.
• Experience in real-time monitoring, workforce optimization, and performance management.

Skills:

• Proficiency in data analysis and reporting tools (MS Excel, MS Powerpoint, Google Sheets)
• Ability to work with various software platforms for scheduling and reporting.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work well under pressure and manage multiple priorities.