Inviting applications for the role of Business Analyst/Assistant Manager - Real Time Analyst!

The Junior RTA will support day-to-day real-time monitoring and workforce activities for Voice and KYC Back-Office operations. The role focuses on queue monitoring, agent adherence, and basic intraday reporting to help meet service levels and productivity targets.

Responsibilities

Real-Time Monitoring

• Monitor live call queues and KYC back-office workload
• Track agent login, breaks, and adherence to schedules
• Alert Team Leaders and supervisors in case of high call volumes or backlogs

Workforce Support

• Assist in moving agents between Voice and KYC tasks as per instructions
• Update real-time dashboards and trackers
• Support intraday staffing adjustments

Communication

• Share hourly updates on call volumes, service levels, and backlog status
• Escalate issues such as low staffing, system downtime, or sudden volume spikes

Reporting

• Prepare basic intraday and end-of-day reports
• Maintain attendance, shrinkage, and adherence data

Key Metrics Tracked

• Service Level
• Call Volumes / Backlog
• Schedule Adherence
• Agent Utilization

Tools & Skills

• Basic knowledge of WFM tools or real-time dashboards
• Good working knowledge of MS Excel / Google Sheets
• Understanding of call center and back-office operations
• Good communication and coordination skills

Qualifications we seek in you!

Minimum Qualifications

• Graduate in any discipline