Real Time Analyst

14 hours agoSenior Bangalore, India Hybrid Contract Operations Jobs by IG

Skills

Assembled Contact Center Data Analysis Excel Forecasting Genesys Google Sheets Kpi Nice Reporting Scheduling Service Level Agreement Verint Workforce Management

Candidate Availability

Hybrid · Bengaluru · Required

Required and preferred rules are kept separate and reflect the wording in the original posting.

About the Role

You will monitor live contact-center queues, routing, and agent states across voice, chat, email, and in-app tickets. You will track intraday volumes, handling time, occupancy, and schedule adherence; coordinate responses to staffing or service disruptions; manage exceptions; produce reports; and improve forecasting and scheduling accuracy.

Requirements

2–5 years of experience as an RTA, Command Center Analyst, or WFM Specialist in a contact-center or customer-operations environment
Experience with WFM tools such as NICE, Verint, Genesys, or Assembled
Advanced Excel or Google Sheets proficiency
Knowledge of fintech operations, transaction-support queues, or digital financial services
Ability to interpret live data, anticipate volume spikes, and make structured decisions
Verbal communication skills
Willingness to work rotational shifts supporting extended or 24/7 operations

Responsibilities

Monitor real-time contact-center queues, routing configurations, and agent states
Track intraday volumes, handling time, and occupancy
Make real-time operational adjustments to maintain service levels
Monitor schedule adherence, breaks, and off-phone activities
Coordinate tactical shift adjustments during staffing shortages, outages, and volume spikes
Review schedule exceptions, shift trades, and offline training requests
Generate real-time and end-of-day performance reports
Provide feedback on forecasting and scheduling gaps

Benefits

Hybrid working with three days in the office
Networks and committees
Awards
Sports and social clubs
Volunteering opportunities
Extra time off