Associate, Real Time Management

Location

Noida | India

Job description

• Monitoring queues flagging schedule non-adherence.
• The central point of contact for all schedule exceptions time off requests.
• Monitor Service levels associated metrics.
• Preparation of daily / Weekly / Monthly reports
• Root cause analysis of SLA deviations, action plan development and resolution
• Monitor real-time queue, schedule adherence attendance.
• Key daily exception requests and update schedules
• Cross-train with Scheduling Analyst
• Optimize breaks the day of or day before the actual schedule
• Schedule ADHOC intra-day training requests and update schedules
• Attend centralized and/or site management meetings as per requirement
• Cater to real time ad-hoc requests as per requirement
• Preparing ad-hoc reports analysis for management reporting
• Preparing Monthly performance data for incentives in Operations
• Preparing performance data for Operations Client RnRs
• Maintaining and updating trackers for ongoing programs projects
• Drive Special Projects and Initiatives assigned
• Resolve escalated issues and requests from the account management

Key Skills and knowledge :

• Data analytical skills.
• Basics of excel.
• Basic knowledge about workforce Management.
• Excellent problem solving reasoning skills.
• Good written and verbal communication skills.
• Good team player with willingness to learn and drive to achieve
• Proficiency in MS Excel, MS Access and other MS Office components
• Ability to handle pressure situations
• Ability to simplify complex operations into repeatable processes
• Ready to work in a dynamic 24*7 shift environment

Job tags

Salary