Workforce Management Real-Time Analyst

New

Porch GroupSoftware and Insurance

India, 7:30 PM IST – 3:30 AM ISTFull-TimeMiddle

Salary693,800 - 970,600 INR annually

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Job Details

1+ year experience in a contact center or workforce management environment
Working knowledge of workforce management principles and call center metrics (SLA, AHT, shrinkage, occupancy, etc.)
Experience with RingCentral or CXOne (mandatory)
Proficiency in Excel (formulas, data analysis)
Strong analytical and problem-solving skills
Excellent organizational and time management abilities
Strong communication skills with the ability to present data clearly to different audiences
Excellent written and communication skills in English language
Proven experience working with US based business teams
Ability to work full and ongoing overlap with US EST business hours (7:30 PM IST – 3:30 AM IST)
Bachelor's degree or relevant coursework in mathematics, statistics, or a related field preferred
Familiarity with database tools is a plus

Monitor real-time performance and ensure alignment with service level targets and KPIs
Manage intraday staffing by adjusting schedules and resource allocation as needed
Track daily performance metrics and provide insights and recommendations to leadership
Coordinate staffing levels to align with forecasted demand and operational requirements
Execute contingency plans to address unexpected volume or staffing challenges
Analyze performance data and provide actionable recommendations to improve efficiency and outcomes
Facilitate real-time communication with stakeholders regarding performance risks and mitigation plans
Conduct root cause analysis on forecast variances and performance gaps
Manage schedule adjustments, exception requests, and escalations
Ensure accuracy and reliability of reporting and WFM data

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