Real Time Analyst

Wipro

1 - 3 years

4 - 5 Lacs

navi mumbai

Posted:1 day ago| Platform:

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Skills Required

workforce management analytical real time analysis advanced excel rta mis data interpretation vlookup data analysis hlookup wfm

Work Mode

Work from Office

Job Type

Full Time

Job Description

About the Role

We are looking for a detail-oriented and analytical professional with strong knowledge of Real Time Analysis (RTA) along with Workforce Management (WFM). The candidate will be responsible for monitoring, analyzing, and managing real-time activities to ensure optimum utilization of resources and achievement of business SLAs.

Key Responsibilities

Real-time monitoring of call queues, agent performance, and overall service levels.
Ensure adherence to schedules and take corrective actions in case of deviations.
Collaborate with WFM team for forecasting, scheduling, and capacity planning.
Track and report intraday performance metrics (AHT, shrinkage, occupancy, etc.).
Provide insights and recommendations to improve operational efficiency.
Maintain regular communication with operations and leadership teams regarding staffing requirements and real-time adjustments.
Prepare and share reports/dashboards on RTA and WFM performance.

Desired Skills & Qualifications

Graduate in any discipline (preferably with a background in analytics/operations).
Hands-on experience in Real Time Analysis (RTA) and Workforce Management (WFM).
Proficiency in WFM tools and reporting dashboards (e.g., IEX, NICE, Verint, Aspect, or similar).
Strong analytical and problem-solving skills.
Excellent communication and coordination abilities.
Ability to work in a fast-paced, dynamic environment.

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