Workforce Management Real Time Analyst

Conduent

2 - 5 years

5 - 9 Lacs

bengaluru

Posted:23 hours ago| Platform:

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Skills Required

call center operations sla communication workforce management

Work Mode

Work from Office

Job Type

Full Time

Job Description

About the Role

We\u2019re 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\u2019d 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:

1\u20133 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

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