Real Time Analyst

Sr. Executive RTA (Real Time Analyst)

Exp - 2-3 years Location NOIDA (Sector-142) Compensation-4.2 LPA Job Summary: Executive- RTA Workforce Management (WFM) plays a crucial role in overseeing workforce planning, scheduling, real-time monitoring, and performance analysis. This function is essential for driving operational efficiency, optimizing resource use, and ensuring high-quality service delivery aligned with client expectations and business goals BPO Understanding: • Reports – Adherence Report, Realtime SL, Shrinkage Report etc. • KPIs (Key Process Indicators) – SL – Service Level (calls answered within threshold), AHT (Average handling Time), Abandon Rate, ASA (Average Speed of Answer), Occupancy, Utilization, Net Login, Staffed Time etc. • KRA (Key Result Area) – Managing Abandon Rate, Service Level, Leakage, Schedule adherence, Line Adherence etc. • Shrinkage – Planned Shrinkage, Unplanned Shrinkage, In office Shrinkage and out of office shrinkage etc.

Qualifications and Experience:

1. Bachelor's degree in business administration, management, statistics, or a related f ield; advanced degree preferred.

2. 2-3 years of progressive experience in RTAs, with a proven track record of success in leading teams and driving operational excellence.

3. Good knowledge of workforce management principles, methodologies, and best practices, preferably in the BPO industry.

4. Proficiency in workforce management tools, and data analysis techniques.

5. Good analytical, problem-solving, and decision-making skills.

6. Good leadership, communication, and interpersonal skills, with the ability to collaborate effectively across departments and levels of the organization.