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Real Time Analyst (RTA) Mumbai / Pune 1-3yrs Up to7 LPA

Real Time Analyst (RTA) Mumbai / Pune 1-3yrs Up to7 LPA

2coms

1 - 6 years

10 - 20 Lacs

Mumbai

Posted:16 hours ago| Platform:

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Skills Required

service level headcount attrition analytical customer service workforce management analysis aht csat real time analysis excel workforce planning operations management team leading scheduling workforce reporting tools shrinkage iex rta wfm communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

SUMMARY

Job Description

We are currently looking for skilled Real Time Analysts (RTA) to be part of our dynamic Workforce Management team. The successful candidate will be tasked with real-time monitoring, reporting, and performance analysis across operations, demonstrating a solid understanding of workforce metrics and operational KPIs.

Key Responsibilities

Monitoring and ensuring daily attendance; calculating and reporting attendance percentages.
Analyzing and reporting on SLA adherence, occupancy, productivity, shrinkage, and attrition.
Compiling headcount data across various processes and creating attrition reports.
Tracking daily associate-wise AHT (Average Handle Time) and escalating any discrepancies.
Generating daily reports such as calls offered, calls answered, and calls abandoned.
Assisting in workforce planning and intraday management by monitoring real-time data.
Collaborating with operations to guarantee service levels and staffing efficiency are maintained.

Required Skills & Qualifications

1 3 years of experience in Real Time Analysis or Workforce Management.
Profound understanding of WFM KPIs and formulas (SLA, AHT, Occupancy, Shrinkage, Attrition).
Proficiency in MS Excel and reporting tools.
Exceptional analytical and communication skills.
Capability to thrive in a fast-paced environment and manage multiple tasks concurrently.

Requirements

Requirements:

Bachelor’s degree in Business Administration, Management, or relevant field (preferred).
Certification in Workforce Management or related field (a plus).

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