Time Analyst

Position: Real Time Analyst
Company Description

IGT Solutions is a next-generation customer experience (CX) company that delivers AI-led transformative experiences for global and innovative brands through digital technologies. Founded in 1998, IGT specializes in managing end-to-end CX journeys, providing services to 85 leading customers globally with a team of over 25,000 customer experience and technology specialists. With a presence in 31 delivery centers across multiple countries, IGT has established a global footprint in industries such as Travel and High Growth Tech.

The organization is ISO, CMMI, and PCI DSS certified, adhering to global best practices for quality and compliance. IGT leverages the synergy of digital and human intelligence to offer best-in-class customer experience solutions.

Role Description

This is a full-time, on-site position based in Noida for the role of Real-Time Analyst. The Real-Time Analyst is tasked with monitoring workforce operations, ensuring effective scheduling, and optimizing workforce resources in real-time. Key responsibilities include managing staffing levels, adjusting schedules as needed, maintaining service levels, and communicating efficiently with teams and stakeholders to ensure business objectives are met. The role requires a commitment to proactively identifying and resolving workforce-related challenges.

Qualifications

Proficiency in Workforce Management and Workforce Planning techniques
Strong Analytical Skills for data-driven problem-solving and decision-making
Effective Communication skills to provide updates and coordinate with teams and stakeholders
Experience using workforce tools such as eWFM
Attention to detail and ability to work in a high-pressure environment