Real Time Analyst (Command Center)

Job Title: Real Time Analyst (Command Center) Experience: 1-2 Years

Location: Bengaluru

Shift: Rotational Shifts

Job Summary We are looking for a Real Time Analyst to monitor and manage real-time operational performance within the Command Center. The candidate will be responsible for tracking service levels, workforce adherence, queue performance, and staffing efficiency to ensure business objectives are met.

Key Responsibilities

• Monitor real-time dashboards and operational metrics.
• Track Service Level (SL), Average Handle Time (AHT), Abandon Rate, Occupancy, and other KPIs.
• Identify and communicate staffing gaps, volume spikes, and operational risks.
• Manage agent schedule adherence and attendance in real time.
• Coordinate with Operations and Workforce Management teams to optimize resource allocation.
• Generate real-time reports and provide actionable insights to stakeholders.
• Escalate service level risks and recommend mitigation actions.
• Support intraday planning and monitor forecast versus actual performance.

Required Skills

• Minimum 1 year of experience in Workforce Management (WFM), Real Time Management, or Command Center operations.
• Good understanding of contact center metrics and workforce planning concepts.
• Proficiency in MS Excel (Pivot Tables, VLOOKUP/XLOOKUP, Reporting).
• Experience with WFM tools such as Genesys, NICE or similar platforms is preferred.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.

Qualifications

• Graduate in any discipline.
• 1+ year of experience in a Real Time Analyst, WFM Analyst, or Command Center role.

Preferred

• Experience supporting voice, chat, email, or back-office operations.
• Knowledge of Power BI/Tableau reporting is an added advantage.

Key Competencies: Analytical Thinking | Attention to Detail | Decision Making | Communication | Multitasking | Stakeholder Management