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Job Title Description

Workforce & Performance Management:
·   Develop and manage forecasting models for Voice, Chat, Email, and Social channels to optimize staffing and service levels.
·   Oversee workforce planning and collaboration with outsourced partners to ensure efficient resource allocation and SLA adherence.
·   Identify performance gaps and inefficiencies, providing data-driven recommendations to enhance WFM strategies and operational effectiveness.
Process Optimization & Business Strategy:
·   Work closely with stakeholders to implement feedback loops that drive continuous improvement in business operations.
Data Analysis & Reporting:
·  Develop and maintain real-time dashboards and reports to track KPIs, customer satisfaction metrics, and operational performance.
·   Provide data-driven insights to guide strategic decision-making and improve business efficiency.
·  Track and analyze First Contact Resolution (FCR) trends, identifying key drivers for repeat interactions and developing solutions to improve resolution rates.
Technology & Innovation:
·   Research, evaluate, and recommend new technologies that enhance business processes, improve efficiency, and optimize customer interactions.
·   Act as a liaison between technology teams, operations, and vendors to ensure smooth implementation of new tools and systems.
·  Collaborate on automation initiatives that improve workflow efficiency and reduce manual efforts.
Stakeholder Collaboration & Communication:
Requirement:
·  College Diploma or equivalent
·   Experience in contact center operations, workforce management, or customer experience optimization.
·  Minimum experience of 1 year in exposure/experience in fulfilling the role of a Real Time Analyst
Strong analytical skills with expertise in data visualization tools
Knowledge of WFM methodologies, forecasting models, and contact center operations
Experience in business process mapping and process optimization
Ability to interpret KPI trends and operational data to drive performance improvements
Strong project management and stakeholder collaboration skills
Familiarity with automation, AI-driven chat solutions, and customer service technologies.

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