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Workforce Management Real Time Analyst

Workforce Management Real Time Analyst

Conduent

1 - 3 years

0 Lacs

bengaluru karnataka india

Posted:2 days ago| Platform: Foundit logo

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Skills Required

sla adherence occupancy iex call center kpis avaya aht wfm tools

Work Mode

On-site

Job Type

Full Time

Job Description

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

About The Role

We're seeking a proactive and detail-oriented Real-Time Analyst (RTA) to join our dynamic Workforce Management team in Bangalore. If you thrive in fast-paced environments and have a knack for optimizing performance in real time, we'd love to hear from you.

Key Responsibilities:

Monitor queues and agent adherence in real time to ensure operational efficiency
Manage intraday staffing levels and shrinkage to meet service level goals
Track and report real-time performance metrics, SLAs, and adherence trends
Collaborate with Operations and WFM teams to implement schedule adjustments and updates

Requirements:

13 years of experience as an RTA, WFM Executive, or Real-Time Analyst
Strong understanding of call center KPIs (AHT, SLA, adherence, occupancy)
Hands-on experience with WFM tools such as IEX, Avaya, Genesys, or similar platforms
Excellent analytical and communication skills
Willingness to work night shifts

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to [HIDDEN TEXT]. You may also click here to access Conduent's ADAAA Accommodation Policy.

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Workforce Management Real Time Analyst