Job Title:  Analyst | Customer Experience | Hyderabad | Customer Strategy & Design

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• Analyst | Customer Experience | Hyderabad | Customer Strategy & Design
• Job requisition ID: 101678
• Location: Hyderabad 
• Entity: Deloitte Touche Tohmatsu India LLP

The team

Enterprise technology must do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about ET&P

Role Overview: The Real‑Time Analyst (RTM) is responsible for managing intraday operational performance by monitoring live queue metrics, identifying deviations from forecasted demand, and enabling immediate corrective actions. This role ensures operational agility by responding quickly to demand fluctuations, staffing challenges, and system-related issues to maintain service level stability. The RTM works closely with Operations, Workforce Management (WFM), and IT teams to ensure seamless coordination, minimize customer impact, and maintain consistent service delivery during periods of volatility.

Key Responsibilities: The Real‑Time Analyst continuously monitors operational performance, executes intraday controls, and escalates critical issues proactively. The role requires strong analytical judgment, fast decision‑making, and clear communication to maintain operational flow.

Real‑Time Monitoring

• Monitor live queue performance across channels
• Track key metrics including service levels, queue volumes, AHT, and occupancy
• Identify intraday deviations from forecasted plans

Intraday Management

• Execute real‑time actions such as schedule adjustments, resource reallocation, and skill‑based routing optimization
• Coordinate with Operations teams to enable immediate interventions

Operational Agility

• Respond swiftly to demand spikes, system outages, or staffing shortages
• Ensure minimal service disruption during real‑time volatility

Communication & Escalation

• Provide real-time performance updates to stakeholders
• Proactively escalate critical issues and risks
• Coordinate closely with WFM, Operations, and IT teams

Tools & Systems

• Monitor performance using CCaaS platforms
• Utilize Amazon Connect dashboards and real‑time reports
• Maintain real‑time tracking sheets and operational logs

Expectations from the Individual

• Deliver fast and effective responses to real‑time deviations
• Maintain intraday service level stability
• Enable smooth and controlled operational flow during high‑pressure situations

Required Qualifications

• 2–5 years of experience in Workforce Management (WFM) or Real‑Time Management (RTM) roles with SaaS based product support operations in US region.

Skills Required (Tabular Format)

Skill Category

Skills Included

Functional Skills

• Strong understanding of intraday management

• Knowledge of contact center operations

Technical Skills

• Experience with real‑time monitoring tools

• Exposure to Amazon Connect (preferred)

• Advanced Excel skills

Analytical Skills

• Ability to interpret real‑time data quickly

• Decision‑making under pressure

Communication Skills

• Clear and concise stakeholder communication

• Strong cross‑team coordination

Behavioral & Cultural Fit

• High responsiveness and agility

• Ability to work under pressure

• Strong decision‑making capability

• Proactive mindset

Success Metrics

• Intraday service level adherence
• Response time to deviations
• Queue stability
• Overall operational efficiency

You bring you

That's all we ask. And in return, we'll create an enabling and respectful environment. That includes reasonable accommodation for Fate unique needs.

Your bold odyssey starts here 

Our story starts with your success: Experience excellence in an environment that is meritorious, respectful, collaborative, and empowering. One that is a catalyst of 360-degree happiness for you and your loved ones.

Get right skilled for tomorrow: Get equipped to fuel transformative change and be the best in the industry. Don't just learn new skills, but be the engine of innovation, with clutter-breaking solutions and practices.

Power the nation's growth story: We're Indian-owned and led and working towards India's future. Our team spans and creates impact for the country, well beyond its urban centers. We move ahead along with the communities in which we operate, thereby giving you a profession with a strong sense of purpose.