WFM RTA

As a Workforce Management (WFM) Real-Time Analyst at our Noida Sec 135 location, your role will involve monitoring and managing intraday performance to ensure optimal staffing levels, adherence, and service level achievement across queues. Your strong analytical skills, quick decision-making, and effective communication will be crucial in balancing service levels and agent productivity. Key Responsibilities: - Monitor and manage intraday performance across queues. - Ensure optimal staffing levels to meet service level agreements. - Utilize real-time monitoring tools such as NICE IEX, Verint, Aspect, and Genesys. - Generate reports and analyze data using MS Excel (pivot tables, lookups, charts). - Communicate effectively with team members and stakeholders. - Understand and track call center metrics including SLA, AHT, shrinkage, occupancy, and adherence. - Be flexible with rotational shifts, including weekends and night shifts as per business needs. Qualifications Required: - Minimum 13 years of experience as an RTA or in a similar role within a BPO or contact center. - Proficiency in real-time monitoring tools and MS Excel. - Excellent communication skills and ability to work under pressure. - Strong understanding of call center metrics. - Graduation is mandatory. Please note that the Walk-In Drive location details are as follows: Noida Sec 135, Tower 6, UG Floor, TELUS Digital - Contact Person (Rihan from TA),