Real Time Analyst

Summary

Firstsource is a global business process management partner providing transformational solutions and services across the customer lifecycle. The Workforce Optimization Coordinator supports workforce scheduling and utilization by monitoring intraday performance, managing exceptions, preparing reports and dashboards, and tracking incidents and escalations.

Responsibilities

• Real time monitoring and Intraday performance management
• Exception Management
• Real time reports- Hourly/ Daily/ Weekly
• Preparing Dashboards
• Analysis and Process development
• Incident tracking, logging and escalations
• Process and Procedure adherence

Skills

• High school diploma or equivalent required
• Intermediate MS Excel knowledge
• MS Windows operating system navigation skills
• Strong written and verbal communication skills
• Ability to interact with all levels of management across various locations
• Ability to build and maintain strong working relationships
• Strong analytical skills
• Comfortable with flexible work timings and willingness to stretch
• WFM RTA Basics/Formulas & Call center Fundamentals
• MS Excel Formulas

Qualifications

Must Haves

• High school diploma or equivalent required
• Intermediate MS Excel knowledge
• MS Windows operating system navigation skills
• Strong written and verbal communication skills
• Ability to interact with all levels of management across various locations
• Ability to build and maintain strong working relationships
• Strong analytical skills
• Comfortable with flexible work timings and willingness to stretch
• WFM RTA Basics/Formulas & Call center Fundamentals
• MS Excel Formulas