Phonepe is Hiring Analyst || Job in Bangalore || Apply Now

Company: Phonepe

Role: Analyst

Experience: Fresh Graduates are eligible

Location: Bangalore

Salary: 5.8 to 8.2 LPA (Expected)

Qualification: Any Graduation/ PG

About Organization:

PhonePe, India's go-to payments app, simplifies your life with its all-in-one platform. Skip the cash and send money, recharge phones, pay bills, and shop online seamlessly. Invest in mutual funds, buy insurance, or grab gold, all within a few taps. Secure and trusted, PhonePe empowers millions with financial freedom, making it one of India's most downloaded apps.

Job Description:

Drive real-time performance optimization and support service level targets in this dynamic Real Time Management role. You'll leverage RTM systems and partner with operations teams to proactively manage agent queues and monitor key performance indicators (KPIs) across voice and non-voice channels. This includes:

Agile queue management: Adjust agent schedules (PTO, offline tasks, training sessions) and govern vendor line adherence for optimal performance.

KPI & trend analysis: Monitor real-time data (SL, call volume, AHT, absenteeism, ART, FRT) to identify operational impacts and proactively report issues.

Data-driven decision-making:  Generate insights and analysis to enable informed decisions that improve efficiency, customer experience, and team performance.

Collaboration & communication: Build strong relationships with operations, support functions, and WFM teams to manage impacts and share critical information.

Continuous improvement: Analyze trends in productivity, shrinkage, occupancy, attrition, and staffing, working with WFM to optimize forecasting, scheduling, and headcount planning.

Adaptability & learning: Respond effectively to changing volumes, requests, and priorities, contributing to team meetings and ad-hoc situations.

Qualifications:

* 1+ year experience in Workforce Management or related field.

* Proficient in MS Office suite.

* Avaya or ACD knowledge is a plus.

* Bachelor's degree required.

Apply Now