Watch this video to learn more about Thomson Reuters
Job Details
Do you love to solve problems and find better ways of getting things done? Do you love asking ‘why’ about pretty much everything? And does it make you happy when things are perfectly aligned and standardized? Can you pick the small pieces to create a big picture? Do you have the tendency to look into the end-to-end issue rather than just focusing on an incident? If so, then this role might be for you.
About the Role:
In this role as a Real Time Analyst, you will:
Manage real-time monitoring via available tools and workforce management techniques to
make intra-day adjustments to maximize resource efficiency and achieve service level
performance goals and business objectives.
Perform continual analysis of current performance (noting recent historical trends) and
conduct real-time re-forecasting to make necessary adjustments in staffing plans.
Check attendance line regularly and notify leadership of exceptions.
Evaluate intra-day performance reports to determine staffing needs before approving time-off
or scheduling off-phone activities.
Manage the communication with the Operations teams and business partners to coordinate needed staffing adjustments based on current and forecasted results
Filling shifts and writing schedules based on staffing requirements.
Performs timekeeping activities for the group/department and monitor attendance of staff to track compliance.
Schedules other employee activities that are off-the-phone activities.
May provide support to other areas of customer services operation.
Shift Timing: 9 AM IST to 6 PM IST (Rotational Shift) - 2 weekly offs consecutively.
Work Mode: Hybrid
About You:
You’re a fit for the role of Real Time Analyst, if your background includes:
Education: Any graduate
Years of experience: 2 - 3 Years of related work experience in a contact centre as an agent or RTA.
Experience in WFM tools like Genesys and Alvaria would be a plus.
Experience in MS excel.
Knowledge in data analytics
Client handling experience
Good problem-solving skills, written and verbal communication skills.
Good stakeholder management
Ability to manage the workload and deliver results in a fast-paced environment.
Drive & self-motivation with the ability to work independently.
Proven ability to form strong customer relationships, an understanding of customer focus and service delivery.
#LI-GS2
What’s in it For You?
Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.
Learn more on how to protect yourself from fraudulent job postings here.
More information about Thomson Reuters can be found on thomsonreuters.com.
Who we are Thomson Reuters informs the way forward by delivering trusted content and technology that people and organizations need to make the... Read more