- Link: Trading Services - Real Time Analyst from IG Markets
- Dates: All year 2025
- Job location: Bangalore, India.
- Job description: Monitor inbound volumes to ensure optimal staffing levels. Work with the operations team to analyze and help improve their delivery processes. Generate ideas for process and service improvement planning. Assist with projects and other duties as requested or assigned. Evaluate adherence and other aspects of productivity and take immediate action to improve performance. Administer volume contingency action plans as deemed necessary and appropriate. Conduct research to identify new opportunities for business development or potential risks to existing business operations. Ensure Service level agreements are achieved by planning and scheduling staffs strategically. Responsible for processing hourly, daily, weekly and monthly productivity reports and business updates. Assist with creation of metrics and targets for servicing teams. Analyze data to identify trends in customer behavior and preferences. Identify areas of improvement and potential risks with the current setup from WFM perspective and report the same to the business along with action plans. Real time monitoring of volumes across all the servicing channels using the contact center software (Genesys). Maintain service levels to the set targets across 24 hours while also ensuring adherence to the planned coverage. Assume and perform other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position. Take ownership of real time decision making of approving/declining ad hoc off queue activities.
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