Workforce Analyst
- Hinduja Global
- 1 - 2 years
- Bengaluru
- 8 days ago
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Job Description
A. Real-Time Monitoring & Queue Management
- Monitor real-time call, chat, or case queues to ensure service level goals are met consistently.
- Track and manage agent availability, idle time, and adherence in alignment with intraday staffing plans.
- Respond to spikes in volume or unexpected events (e.g., call surges, outages, high absenteeism) by adjusting break schedules and recommending intraday actions.
- Manage agent skill assignments in systems like Avaya/CMS and adjust as needed based on traffic patterns.
- Conduct pre-shift test calls and validate system readiness at the start of the day.
- Manage pre- and post-shift overtime to control people costs without compromising service levels.
- Raise red flags or risk alerts to operations for potential staffing imbalances.
B. Reporting & Analytics
- Generate and publish real-time and intraday reports covering key metrics such as volume, AHT, SL, staffing, and abandon rates.
- Produce End-of-Day (EOD) and daily performance summaries for operational review.
- Track historical performance trends and provide actionable insights for continuous improvement.
- Publish agent adherence and schedule compliance reports, and highlight anomalies or patterns.
- Maintain audit trails, issue logs, and action trackers to ensure transparency and accountability.
- Conduct regular skill audits to verify the accuracy of agent assignments to queues/LOBs.
C. Coordination & Stakeholder Engagement
- Collaborate with WFM scheduling teams for intraday staffing adjustments or shift/break reschedules.
- Interface with operations leads, IT teams, and client representatives to coordinate responses to system issues or performance challenges.
- Attend regular operations, WFM, and client meetings to provide updates and align on goals.
- Ensure accurate absenteeism reporting by monitoring sick line and validating absence data.
- Provide proactive recommendations based on real-time insights, such as cross-skilling needs, overflow planning, or LOB-specific focus areas.
- Support outage management protocols by coordinating communication and resolution steps.
D. Process Improvement & Support
- Help develop and refine operational playbooks, SOPs, and escalation matrices for real-time management.
- Support the design and implementation of new reporting templates or dashboards.
- Contribute to business continuity planning (BCP) by maintaining flexible real-time coverage models.
- Assist in training new RTAs or operational partners on real-time processes and tools
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Operations Support - OtherEmployement Type: Full timeContact Details:
Company: Hinduja GlobalLocation(s): Bengaluru+ View Contact
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