Job Summary:
The Real-time Planning Analyst will be responsible for monitoring and analyzing real-time data to optimize operational efficiency and support decision-making processes. This role requires a keen eye for detail, strong analytical skills, and the ability to work in a fast-paced environment.
Responsibilities:
• Monitor real-time data and performance metrics to ensure operational efficiency.
• Analyze trends and patterns in data to identify areas for improvement.
• Develop and implement real-time strategies to optimize resource allocation.
• Develop strong relationships with support Agent's Managers and internal partners.
• Prepare and present reports on real-time performance and recommendations.
• Conduct Calls audit and SalesForce case feedback audit to ensure quality and compliance.
Want more jobs like this?
Get jobs in Noida, India delivered to your inbox every week.
• Prepare reports and decks to present to stakeholders for informed decision-making.
• Utilize advanced analytical tools and software to support data analysis.
• Ensure compliance with company policies and industry regulations.
• Proactively help Agents get more value out of UKG Pro by providing in-depth support and solutions via phone, email, or remote session
• Enter and maintain customer call problem/description detail into the Customer Relationship Management System
• Be empowered to resolve issues by making quality decisions as a Subject Matter Expert
Required Qualifications:
• 2-3 years of experience in real-time data analysis or a similar role.
• At least 2-3 years of professional experience in dealing with US customer regions, along with utilizing strong customer service skills
• Working knowledge of systems such as INcontact, Ring Central, SalesForce (PSA). FinancialForce, Certinia, MS Office tools Excel, Word, PowerPoint, Outlook
• Experience supporting end users within a hosted Software as a Service offering.
• Ability to work effectively in a fast-paced and dynamic environment.
• Attention to detail and a high level of accuracy.
• Proficiency in data analysis tools such as Excel, SQL, Big Query, GCP and PoweBI would be plus
• Excellent communication skills, Written & Verbal.
• Strong team player, positive attitude, and passion for providing World Class Customer Service
Physical Requirements:
• Working from Office (Location: Noida)
Travel Requirements:
• None expected.