Real-Time Analyst

*Job Description – Real-Time Analyst (RTA)* *Job Title:* Real-Time Analyst (RTA) *Department:* Workforce Management (WFM) *Employment Type:* Full-time *Salary:* Up to *₹5.5 LPA* *Key Responsibilities** * Monitor call, chat, and case queues to maintain SLAs. * Track agent availability, idle time, and schedule adherence. * Adjust intraday staffing, breaks, and skill allocations as needed. * Generate real-time, intraday, and End-of-Day performance reports. * Publish adherence and compliance reports; highlight anomalies. * Partner with scheduling, operations, IT, and client teams for issue resolution. * Provide recommendations for cross-skilling, overflow planning, and staffing balance. * Support outage management and ensure accurate absentee reporting. * Contribute to SOPs, reporting dashboards, and process improvement efforts. *Preferred Skills & Qualifications** * Graduate or above with **1–3 years of WFM or contact center experience**. * Proficiency in **MS Excel**, WFM tools (NICE IEX, Aspect, Verint), and ACD systems (Avaya/CMS). * Strong analytical and problem-solving skills. * Knowledge of KPIs: SLA, AHT, adherence, occupancy, shrinkage. * Excellent verbal and written communication. * Flexible to work across **rotational shifts and time zones**.