Job Description
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