Real-Time Analyst (RTA/WFM)

Our client, one of the leading international players in BFSI industry , are looking for an experienced Real-Time Analyst (Contact Center) to oversee workforce planning, scheduling, and performance optimization. This role ensures the organization has the right number of staff with the right skills at the right time to meet operational demands and service level targets.

Workforce Planning & Forecasting

• Analyze historical data and trends to forecast staffing needs
• Develop short-term and tactical forecasts for call volumes, handling time, and staffing requirements
• Work closely with Operations, MIS, and stakeholders to align workforce plans with business needs

Scheduling & Resource Allocation

• Manage end-to-end scheduling for the Contact Centre to ensure optimal coverage
• Improve scheduling strategies to enhance efficiency and service levels
• Implement scheduling governance, templates, and rules
• Support hiring plans, onboarding schedules, and training batches

Performance Monitoring & Reporting

• Monitor KPIs such as service level, productivity, and utilization
• Provide insights and recommendations to address performance gaps
• Prepare daily, weekly, and monthly reports with actionable insights

Continuous Improvement

• Identify opportunities to improve WFM processes across forecasting, scheduling, and RTA
• Support automation, AI forecasting, and WFM technology improvements
• Collaborate with stakeholders to resolve operational gaps

Job Requirements

• Min 2 years of RTA/WFM experience in a Contact Centre
• Strong analytical and problem-solving skills
• Good understanding of Contact Centre operations and performance metrics
• Strong communication and stakeholder management skills
• Advanced Excel is an advantage
• Able to work under pressure in real-time environments
• Willing to work on rotational shifts