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Senior Associate RTA - WFM

Senior Associate RTA - WFM

Lumina Datamatics

2 - 7 years

3 - 6 Lacs

mumbai

Posted:2 hours ago| Platform:

Apply

Skills Required

iex rta workforce management real time analysis wfm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Real-Time Analyst (RTA)

Experience Required:

Work Location:

Job Type:

About the Company

Content Services, Retail Support Services, and Technology Solutions

8 of the 10 largest publishers

Improve business competitiveness
Achieve operational efficiencies
Gain valuable reader and buyer insights
Reduce time-to-market for new products and services

4000+ professionals

Roles & Responsibilities

Minimum
2+ years of RTA experience
with hands-on knowledge of
IEX
and
CXOne
tools.

Oversee all
real-time WFM activities
to ensure operational and client goals are met.

Implement
analysis and reporting
using available WFM tools.

Prepare
daily/weekly/monthly reports
and share insights with leadership and senior management.

Analyze
historical and forecasted data
to ensure SLAs and performance metrics are consistently achieved.

Report on key operational metrics such as
call volumes, service levels, and abandon rates
.

Working knowledge of
WFM tools
such as
Verint, Genesys, Aspect,
and
Calabrio
will be an added advantage.

Strong proficiency in
MS Excel
(mandatory) and working knowledge of
PowerPoint, Word, and Outlook
.

Comprehensive understanding of
multi-channel operations
– phone, email, chat, community, and social media.

Excellent
communication skills
for effective stakeholder and client management.

Collaborative
team player
with the ability to perform as an
independent contributor
.

Flexibility to work in
rotational shifts (Day, Afternoon, Night)
supporting
24x7 operations
across all days of the week.

Additional Benefits

Competitive base salary
Comprehensive benefits package
Collaborative, international work culture

How to Apply

Interested candidates can share their resumes at

niharika.mohan@luminad.com

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Lumina Datamatics

Technology Consulting / Digital Transformation

Nashik

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Senior Associate RTA - WFM

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Real-Time Analyst (RTA)

Experience Required:

Work Location:

Job Type:

About the Company

Content Services, Retail Support Services, and Technology Solutions

8 of the 10 largest publishers

4000+ professionals

Roles & Responsibilities

2+ years of RTA experience

IEX

CXOne

real-time WFM activities

analysis and reporting

daily/weekly/monthly reports

historical and forecasted data

call volumes, service levels, and abandon rates

WFM tools

Verint, Genesys, Aspect,

Calabrio

MS Excel

PowerPoint, Word, and Outlook

multi-channel operations

communication skills

team player

independent contributor

rotational shifts (Day, Afternoon, Night)

24x7 operations

Additional Benefits

How to Apply

niharika.mohan@luminad.com

More Jobs at Lumina Datamatics