BRIDGESTONE announced job vacancy for the post of Real Time Analyst (Command Center). The place of posting will be at Bangalore. Candidates who have completed Bachelor’s Degree with Minimum 1 year of experience in Workforce Management (WFM), Real Time Management, or Command Center operations are eligible to apply. More details about qualifications, job description and roles & responsibilities are as follows
Company Overview
| Name of the Company | BRIDGESTONE |
| Required Qualifications | Graduate |
| Skills | Strong analytical and problem-solving skills |
| Category | Command Center |
| Work Type | Onsite |
They are looking for a Real Time Analyst to monitor and manage real-time operational performance within the Command Center. The candidate will be responsible for tracking service levels, workforce adherence, queue performance, and staffing efficiency to ensure business objectives are met.
Job Details
Θ Positions: Real Time Analyst (Command Center)
Θ Job Location: Bangalore
Θ Salary: As per company standards
Θ Job Type: Full Time
Θ Requisition ID: 89553
Roles and Responsibilities:
- Monitor real-time dashboards and operational metrics.
- Track Service Level (SL), Average Handle Time (AHT), Abandon Rate, Occupancy, and other KPIs.
- Identify and communicate staffing gaps, volume spikes, and operational risks.
- Manage agent schedule adherence and attendance in real time.
- Coordinate with Operations and Workforce Management teams to optimize resource allocation.
- Generate real-time reports and provide actionable insights to stakeholders.
- Escalate service level risks and recommend mitigation actions.
- Support intraday planning and monitor forecast versus actual performance.
Required Skills & Qualifications:
- Graduate in any discipline.
- Minimum 1 year of experience in Workforce Management (WFM), Real Time Management, or Command Center operations.
- Good understanding of contact center metrics and workforce planning concepts.
- Proficiency in MS Excel (Pivot Tables, VLOOKUP/XLOOKUP, Reporting).
- Experience with WFM tools such as Genesys, NICE or similar platforms is preferred.
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management abilities.
Preferred
- Experience supporting voice, chat, email, or back-office operations.
- Knowledge of Power BI/Tableau reporting is an added advantage.
How to Apply
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