Real Time Analyst

Job Title: Workforce Optimization Coordinator
About Firstsource
Firstsource is a specialized global business process management partner. We provide transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, and other diverse industries.
With an established presence in the US, the UK, India, Mexico, Australia, and the Philippines, we act as a trusted growth partner for leading global brands, including several Fortune 500 and FTSE 100 companies.
Job Summary
The Workforce Optimization Coordinator plays a key role in improving how an organization's employees are scheduled, managed, and utilized. Their goal is to ensure the right number of staff are working at the right times to meet operational needs efficiently while keeping employee satisfaction in mind.
Qualifications
High school diploma or equivalent required
Intermediate MS Excel knowledge
MS Windows operating system navigation skills
Strong written and verbal communication skills
Ability to interact with all levels of management across various locations
Ability to build and maintain strong working relationships
Strong analytical skills
Comfortable with flexible work timings and willingness to stretch
Essential Duties And Responsibilities
Real time monitoring and Intraday performance management
Exception Management
Real time reports- Hourly/ Daily/ Weekly
Preparing Dashboards
Analysis and Process development
Incident tracking, logging and escalations
Process and Procedure adherence
Competencies
WFM RTA Basics/Formulas & Call center Fundamentals
MS Excel Formulas
Firstsource participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s I-9 to confirm work authorization.
It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.

Work arrangement
Yes