Real Time Analyst (WFM) Immediate Joiner (BPO Exp) Gurugram

Tools: Advance Excel, Basic Knowledge RTA, WFM Metrics

Job Title: WFM Real Time Analyst

Job Summary:

Real-Time Analyst

Summary: A Real-Time Analyst is responsible for live monitoring of queues and agent activity, ensuring adherence and service levels while managing real-time exceptions and reporting.

Roles & Responsibilities

• Monitor queues, service levels, and agent adherence in real time.

• Identify and address issues that impact service levels, such as late logins, unplanned absences, and system outages, taking appropriate action to mitigate the impact
• Support intraday planning and workforce delivery governance.
• Managing BCP situations like Downtime, System issues, etc
• Volume allocation & Calling out Routing issues (Load balancing Vendor /client side)
• Send real-time staffing alerts, outlooks and updates.
• Escalates relevant information on account performance to Management and ensures proper document on major incidents.

• Generate real-time reports: SLA, shrinkage, adherence, RCA.

• Send Staffing Outlook for present day +1 day at the start of shift to share projected plan

• Ensure that schedule exceptions are timely updated to reflect accurate adherence in applicable WFM tool (Like Verint, Aspect, IEX , Teleopti , Genesys cloud)

Skills Required

• 2+ years in contact centers, preferably 1+ Year in RTA.
• Knowledge of WFM systems and ACDs.
• Strong Excel, reporting, and communication skills.
• Ability to react quickly and maintain performance under pressure.
• Awareness of service-level metrics and performance triggers.

Key Responsibilities:

Strong communication skills in English with Good Analytical skills
Ability to work well in and promote a team environment, excellent understanding Computer knowledge - Knowledge of MS Office (Word, Excel, Power Point) Proficient in using email (Email Etiquettes)