Real Time Analyst (Command Centre)

Job Title: Real Time Analyst (Command Center)Experience: 1-2 YearsLocation: BengaluruShift: Rotational ShiftsJob SummaryWe 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