WFM RTA Analyst for Bangalore, Pune, Hyderabad with Top IT Companies WHITE HORSE MANPOWER CONSULTANCY (P) LTD

3.0 - 8.0 years

0 - 0 Lacs

pune, bangalore, hyderabad

On-site

Job Summary : We are hiring a highly analytical and detail-oriented WFM Real-Time Analyst (RTA) to join our Workforce Management team. The ideal candidate will be responsible for monitoring real-time queue performance, ensuring optimal agent productivity, and adjusting workforce plans to meet SLA targets. Hands-on experience with Blue Pumpkin , Oracle RTA , or similar Workforce Management tools is mandatory. Key Responsibilities : Monitor real-time service levels and adherence to schedules Track agent productivity and provide instant feedback to floor supervisors Make intraday adjustments to staffing based on call volume trends Collaborate with Ops and WFM teams to optimize shift allocations Generate and distribute real-time and intraday performance reports Provide actionable insights to improve operational KPIs Manage agent skill sets and routing updates within WFM tools Identify and escalate system issues affecting queue performance Maintain accurate agent status codes and schedule adherence Mandatory Skills & Tools : Experience with Blue Pumpkin , Oracle RTA , IEX , Aspect , Genesys , or equivalent WFM software Strong understanding of contact center operations Advanced MS Excel skills (Pivot, VLOOKUP, Charts) Real-time monitoring and reporting skills Strong communication and stakeholder management abilities Quick decision-making under pressure Preferred Qualifications : Bachelors degree in any stream Certifications in Workforce Management or RTA tools (if available) Prior experience supporting BPO/KPO or large-scale contact centers

Posted 5 days ago

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