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Monitor and optimize live contact center operations across phone, chat, email, and digital queues. Ensure SLA/ASA protection and agent adherence using Genesys routing tools.
Requires a bachelor's degree and at least 2 years of experience in WFM or real-time analysis. Must be fluent in both Mandarin and English with hands-on experience in Genesys tools.
Location: [India – Pune Preferred City]
Work Type: Full-time | Shift-based (including weekends)
Department: Workforce Management / Operations
Reports to: WFM Manager / Operations Lead
About the Role:
We’re seeking a detail‑oriented Real-Time Analyst (RTA) to monitor and optimize
live contact center operations across phone, chat, email and digital queues.
The candidate must be fluent in Mandarin and English. Should be experienced
with Genesys (Cloud or Engage) routing, leveraging real-time insights to
protect SLA/ASA, minimize abandonment, and ensure agent adherence.
Key Responsibilities:
- Live Queue Monitoring & Actions
- Real-Time Adherence (RTA)
- Genesys Control & Optimization
- Communication & Stakeholder Management
- Reporting & Hygiene
Required Qualifications:
- Bachelor’s degree in any
discipline
- Minimum 2 years’ experience in
Real-Time/Intraday/WFM
- Hands-on with Genesys
Cloud/Engage
- Mandarin and English proficiency
- WFM tool knowledge: Genesys WFM,
Alvaria eWFM
Preferred Skills:
- Experience in digital
routing
- Basic SIP/telephony understanding
- Ability to work in 24x7 shifts
Empowering Decisions
Aligned Automation is a professional technology services company committed to driving functional excellence across the enterprise value chain. By leveraging data and digital expertise, we create tailored solutions that integrate cutting-edge technologies to enhance efficiency, profitability, and scalability. Our AI-powered solutions seamlessly integrate with existing systems to provide predictive insights, empowering decisions, enabling proactive strategies and driving sustainable growth. We serve a diverse range of industries, including energy and utilities, technology, healthcare, manufacturing, retail, financial services, and chemicals, helping businesses navigate complex challenges and stay competitive in a rapidly evolving market. At Aligned Automation, we believe in maximizing existing investments while partnering with leading technology providers to uncover hidden value and drive measurable ROI. With a commitment to innovation and a data-driven approach, we empower enterprises to achieve greater agility, efficiency, and long-term success in the digital age.
Offices: Irving, Texas 75039, US · Pune, Maharashtra 411014, IN · Marathahalli, Bengaluru, Karnataka 560037, IN · Indore, Madhya Pradesh, IN
Empowering Decisions
Aligned Automation is a professional technology services company committed to driving functional excellence across the enterprise value chain. By leveraging data and digital expertise, we create tailored solutions that integrate cutting-edge technologies to enhance efficiency, profitability, and scalability. Our AI-powered solutions seamlessly integrate with existing systems to provide predictive insights, empowering decisions, enabling proactive strategies and driving sustainable growth. We serve a diverse range of industries, including energy and utilities, technology, healthcare, manufacturing, retail, financial services, and chemicals, helping businesses navigate complex challenges and stay competitive in a rapidly evolving market. At Aligned Automation, we believe in maximizing existing investments while partnering with leading technology providers to uncover hidden value and drive measurable ROI. With a commitment to innovation and a data-driven approach, we empower enterprises to achieve greater agility, efficiency, and long-term success in the digital age.
Offices: Irving, Texas 75039, US · Pune, Maharashtra 411014, IN · Marathahalli, Bengaluru, Karnataka 560037, IN · Indore, Madhya Pradesh, IN
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