Real-Time Analyst, Operations- Hybrid

About Us

EVA Global is a premier EV services company specializing in providing first-line and second-line contact response services for chargepoint operators, hardware manufacturers, and platform providers. We deliver exceptional omni-channel support (voice, chat, email) to end customers, backed by stringent SLAs. Our comprehensive service offerings include live monitoring, work order management, and field service orchestration, driven by real-time performance analytics. Join our innovative team to contribute to transforming the EV industry through actionable data insights.

Job Overview
We are seeking a proactive and detail-oriented Real-Time Analyst to join our team. The successful candidate will be responsible for monitoring and analyzing real-time operational performance, ensuring compliance with SLAs, and supporting the effective management of our EV service operations. This role involves close collaboration with operations and support teams to ensure optimal service delivery and customer satisfaction.

Key Responsibilities

1. Monitor real-time performance metrics and operational data to ensure compliance with SLAs.
2. Track and analyze data related to service levels, call volumes, response times, and other key performance indicators.
3. Identify and escalate potential issues or incidents impacting service delivery.
4. Coordinate with support teams to resolve incidents promptly and minimize customer impact.
5. Provide real-time updates and reports to management and stakeholders.
6. Communicate effectively with operations teams to ensure awareness of current performance and any immediate actions required.
7. Assist in the development and implementation of real-time strategies to optimize performance and service levels.
8. Support scheduling and workforce management efforts to ensure adequate staffing levels during peak times.
9. Analyze real-time data to identify trends, anomalies, and opportunities for improvement.
10. Generate insights and recommendations based on real-time data analysis to enhance operational efficiency.
11. Collaborate with operations and support teams to develop and implement process improvements.
12. Monitor the impact of implemented changes and adjust strategies as necessary to maintain optimal performance.

Qualifications

1. Minimum of 2 years of experience in real-time analysis, workforce management, or a similar role, preferably within a BPO or EV services environment.
2. Proficiency in real-time monitoring tools and software.
3. Strong analytical skills with experience in data analysis and reporting.
4. Familiarity with data visualization tools like Tableau, Power BI, or similar.
5. Excellent written and verbal communication skills to convey real-time insights and updates effectively.
6. Ability to work collaboratively with cross-functional teams and manage multiple priorities effectively.
7. Strong problem-solving skills with the ability to make quick decisions in a fast-paced environment.
8. Attention to detail and ability to identify and address issues proactively.

Preferred Qualifications

1. Experience with real-time monitoring systems and workforce management tools.
2. Certification in real-time analysis or related disciplines.
3. Understanding of the EV services industry and related operational challenges.