Real Time Analyst Workforce Management (WFM) | BPO/KPO| Mumbai & Pune

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Role Summary:

The Real-Time Analyst (RTA) plays a critical role in the Workforce Management team by ensuring service levels and productivity targets are met in real time. The RTA will monitor live queue data, manage intraday performance, coordinate breaks, and optimize schedule adherence.

Must Have :

• Maintaining Attendance and calculating attendance percentage.
• Should have good knowledge on SLA , occupancy, productivity, attrition, and shrinkage formulas.
• Consolidating Head count data for all processes and preparing attrition reports.
• Tracking associate wise AHT on daily basis.
• Preparing the reports for calls offered, calls answered and abandoned.

Key Responsibilities:

• Monitor real-time queues and performance metrics across multiple contact channels (voice, chat, email).
• Ensure agents are adhering to schedules and escalate deviations as necessary.
• Maintain and update intraday reports and dashboards.
• Partner with operations to ensure appropriate actions are taken when staffing or performance issues arise.
• Communicate real-time changes and service level impacts to leadership.
• Manage and approve schedule exceptions in WFM tools (e.g., breaks, leaves, meetings).
• Assist in root cause analysis of intraday service level misses and support improvement initiatives.
• Generate hourly/daily reporting on occupancy, adherence, shrinkage, and productivity.
• Provide data-driven recommendations for optimization.
• Support BCP (Business Continuity Planning) protocols in real-time events.

Required Skills & Qualifications:

• Bachelors degree in any discipline.
• 3-5 years of experience in a Real-Time Analyst or WFM role in a BPO / Shared Services / Captive environment.
• Experience with WFM tools such as NICE IEX, Verint, Genesys, or Aspect is preferred.
• Strong understanding of call center metrics like AHT, SL, ASA, Occupancy, Adherence, Shrinkage.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work under pressure in a fast-paced, real-time environment.
• Proficiency in MS Excel and reporting tools (Power BI is a plus).

Work Environment & Benefits:

• Hybrid working model (as per business requirements).
• Inclusive and collaborative work culture.
• Opportunity to grow within a global organization.
• Competitive compensation and performance-based incentives.

Preferred Candidates From:

• BPO / KPO / Shared Services / BFSI / Insurance industry.
• Candidates who have handled international (especially US-based) contact center operations.