Real Time Analyst

Job Description: RTA

Key Responsibilities:

Intraday Monitoring & Management:

• Monitor real-time queues, agent status, and call volumes across multiple healthcare processes.
• Proactively identify service level risks and take corrective actions to minimize impact.
• Assign cases to agents efficiently and monitor real-time coverage to ensure timely completion of all assigned cases.
• Track case progress in real time to ensure adherence to turnaround time (TAT) and service level agreements (SLAs).
• Coordinate with team leads to addressing any coverage gaps or delays.

Adherence & Schedule Compliance:

• Track agent adherence to schedules and escalate deviations to team leads or operations.
• Manage real-time schedule adjustments including breaks, meetings, and training sessions.

Reporting & Communication:

• Generate and share intraday performance reports with stakeholders.
• Communicate real-time updates and alerts to operations and WFM teams.

System & Tool Utilization:

• Use WFM platforms (e.g., NICE, Verint, Genesys, Aspect) to monitor and manage workforce data.
• Maintain accurate records of schedule changes and real-time interventions.

Madate Requirement:

• Minimum of 1.5 years of experience in Workforce Management (WFM) as a Real-Time Analyst (RTA), specifically supporting RCM (Revenue Cycle Management) or Healthcare BPO accounts.
• Excellent verbal and written communication skills to effectively coordinate with operations and stakeholders.
• Strong understanding of healthcare processes, SLAs, and compliance standards.
• Willingness to work in US shifts and handle real-time operations in a dynamic, fast-paced environment.
• Candidate must reside within the companys transport boundary as per Thane location.