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["Business Process Outsourcing (BPO)","Information Technology & Services","Customer Service","Health

Real Time Analyst (Remote, Remote, US)

RemoteRemoteFull TimePosted 1 month agoVisa sponsorship availableHidden Gem · Himalayas

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Required skills

Real time monitoring
Intraday performance management
Exception Management
Real time reports
Dashboards
Process development
Incident tracking
logging
escalations
Process and Procedure adherence

Nice to have

flexible work timings
willingness to stretch

Role summary

Firstsource is seeking a Workforce Optimization Coordinator to enhance employee scheduling, management, and utilization. This role ensures optimal staffing levels to meet operational demands efficiently while prioritizing employee satisfaction. The coordinator will monitor real-time performance, manage exceptions, prepare reports and dashboards, and contribute to process development and incident tracking.

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.

Originally posted on Himalayas

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