Real Time Analyst

STARTEK welcomes experienced professionals for the role of Real Time Analyst Executive

Crafting careers with precision, Elevate your career journey.

HR Name - Alisha A.

HR Contact - [phone removed]

5 days working - Rotational shifts & Rotational Week Offs

Location - ITPL, Bengaluru

About US -

Our associates are central to our mission of combining people, technology, and data to deliver customer experience excellence for leading brands. As a global CX solutions provider with 38,000 people in 12 countries, our teams come from many different backgrounds with rich and varied experiences. Our Values unite us, creating a shared set of behaviors that are common to all associates across Startek regardless of region or role. Our Values work together to guide our decision-making and shape the experience of our associates, our clients, and our shareholders.

Job Description

Forecasting Call Volume

1. Demand Forecasting: Predicting the number of inbound and outbound calls the center will receive, based on historical data, trends, seasonality, promotions, and marketing campaigns.
2. Skill-Based Forecasting:Anticipating the need for different skill sets (e.g., technical support,customer service, sales) based on customer needs.
3. Real-Time Adjustments: Making real-time forecasts when unexpected surges or drops in call volume occur.

Scheduling

1. Shift Planning: Creating schedules that ensure sufficient agents are available to handle forecasted call volumes, while also considering agents' availability, preferences, and time-off requests.
2. Breaks & Lunches:Managing employee breaks and lunches to avoid understaffing during peak call times.
3. Time-Off Management: Approving or denying requests for paid time off (PTO), sick leave, or vacation days while balancing the staffing requirements.
4. Overtime Scheduling:Organizing overtime if needed during periods of high demand, ensuring compliance with labor laws and company policies.

Real-Time Monitoring

1. Agent Availability: Continuously monitoring agent availability and real-time adherence to their schedules, ensuring minimal disruptions.
2. Performance Tracking: Observing key metrics in real-time, such as average handle time (AHT), service levels, and call abandonment rates, to adjust staffing as needed.
3. Queue Management: Adjusting staffing to reduce wait times and maintain service levels during call surges.

Performance Management

1. KPIs and SLAs: Tracking key performance indicators (KPIs) such as average response time, first-call resolution (FCR), customer satisfaction (CSAT), and call abandonment rates.
2. Quality Assurance: Monitoring agent performance and ensuring adherence to scripts, tone, and quality standards to ensure excellent customer service.
3. Coaching & Training:Identifying performance gaps and implementing coaching, training, and development programs to improve agent performance.

Staffing Optimization

1. Resource Allocation: Ensuring the right number of agents with the appropriate skill sets are scheduled for each shift based on call volume and skill requirements.
2. Off-Peak and Peak Balancing: Ensuring that agent numbers are optimized for low and high traffic times to avoid under- or over-staffing.

Intraday Management

1. Adjusting Schedules: Modifying agent schedules in real-time based on changing conditions such as high call volume, unexpected absences, or early shift completions.
2. Break and Shift Adjustments: Ensuring that break times and shift changes do not disrupt call center operations, maintaining adequate staffing levels throughout the day.

Data Analysis & Reporting

1. Historical Analysis: Analyzing past performance data to improve forecasting accuracy and scheduling efficiency for future periods.
2. Reporting: Providing reports on various metrics such as agent productivity, service levels, call volume,and customer satisfaction to leadership for strategic decision-making.
3. Trend Analysis:Identifying patterns or emerging trends in call volume, customer needs, or employee performance to proactively adjust processes and staffing.

Technology and Tools

1. WFM Software: Using advanced WFM tools and software to automate forecasting, scheduling, and real-time monitoring, helping to optimize call center operations.
2. IVR & ACD Systems: Integrating with Interactive Voice Response (IVR) systems and Automatic Call Distribution (ACD) systems to improve call routing, minimize wait times, and optimize agent utilization.

Strategic Planning & Long-Term Staffing

1. Growth Planning: Planning for long-term staffing needs based on the businesss growth, projected call volume increases, or new service offerings.
2. Scenario Planning:Developing contingency plans for unexpected situations (e.g., a sudden surge in calls or a large-scale event) to maintain service levels.

Eligibility Criteria -

• Minimum Educational Qualification 12th Std Pass(No Backlogs),
• Strong communication and interpersonal skills to interact with customers in a professional and empathetic manner.
• Minimum 1 year of experience in similar role
• Only International Experience

Interview Process –

• HR Screening
• Operations Round
• Final Discussion Round
• Salary discussion

Benefits –

• Free Transportation (2-way cab provided round the clock)

Your Resume Is Your Gateway to Success. Send It Today

WhatsApp – 91+ [phone removed]

Email – [email removed]