Real Time Analyst

Job Summary:

Workforce Management Real-Time Analyst (RTA)

Key Responsibilities:

• Monitor

  real-time call volume

  ,

  agent adherence

  , and

  service levels

  across multiple queues.
• Perform

  intra-day schedule management

  including break, lunch, and meeting adjustments to maintain SLA targets.
• Communicate real-time performance updates and deviations to

  Operations and WFM teams

  .
• Prepare

  daily, weekly, and monthly reports

  using

  Google Sheets

  with advanced formulas and dashboards.
• Track and analyze

  AHT, shrinkage, occupancy, and absenteeism

  metrics.
• Provide actionable insights to optimize staffing and improve productivity.
• Coordinate with team leaders and operations to ensure adequate coverage during peak and off-peak hours.
• Identify and escalate potential risks or anomalies impacting service levels.

Required Skills & Qualifications:

• Bachelors Degree

  (Graduation is mandatory).

• 1-4 years of experience

  in WFM (Real-Time / Intraday Management) in a BPO or Contact Center environment.
• Strong proficiency in

  Google Sheets

  (VLOOKUP, Pivot Tables, Conditional Formatting, Charts, Formulas, etc.).
• Knowledge of

  WFM tools

  (e.g., IEX, Aspect, NICE, Verint, Genesys, etc.) preferred.
• Excellent

  analytical, communication, and coordination

  skills.
• Ability to work in a

  fast-paced, dynamic environment

  and manage multiple tasks simultaneously.
• Comfortable working in night shifts.

Perks & Benefits

• Salary Range- Upto 5.90 LPA
• Annual Bonus
• Cab facility (Pick up & Drop)
• Medical Insurance
• Life Insurance