Real-Time Analyst / WFM

Designation : - Real Time Analyst( RTA )

Job-Location : - Bengaluru( White Field)

We are hiring Real-Time Analysts to keep a client process staffed, adherent and on target throughout the day. You will watch queues and agent states as they move, make intraday calls to protect service levels, and turn the data into reports that operations and the client rely on.

We are hiring for two positions. Each role carries wide ownership: you are the operations team's eyes on the floor and, together with your counterpart, the owner of the process's reporting.

Key responsibilities

• Monitor real-time queue, interval and agent-state data against the forecast and staffing requirement.
• Track service level, occupancy, AHT, backlog and other intraday KPIs, and act on deviations early.
• Monitor schedule adherence and conformance, and alert Team Leaders and Team Captains to out-of-adherence agents.
• Recommend and execute intraday adjustments within agreed guidelines, such as break and meal shifts, skill or queue moves, overtime or voluntary time off, and offline activity rescheduling.
• Flag staffing risks, unplanned absence and system or telephony issues to operations immediately, with the likely impact.
• Keep schedules, shift swaps and exceptions updated in the WFM tool according to approved processes.
• Track shrinkage, absenteeism and attendance trends, and share early warnings.
• Support the WFM planner with actuals, variance to forecast and intraday patterns.
• Run end-of-day reconciliation of actuals against plan and log the reasons for variances.
• Follow WFM policies and process controls, and document daily incidents and actions taken.

Experience and qualifications

• Atleast 4–8 years of experience in WFM, RTA, MIS or reporting in a BPO / contact centre environment.
• Graduate in any discipline.
• Exposure to a WFM or workforce tool (for example NICE, Verint, Genesys or Aspect) and ACD / telephony reporting.
• Candidates with strong analytical ability and operations experience who are keen to move into WFM will be considered.

Skills and competencies

• Strong working knowledge of MS Excel, including pivots, lookups and formulas; knowledge of macros, SQL or BI tools is an advantage.
• Good understanding of contact centre metrics: service level, occupancy, AHT, shrinkage, adherence and conformance.
• Ability to make quick, data-backed decisions under pressure.
• Clear written and verbal communication, with the confidence to influence Team Leaders and operations managers.
• Strong attention to detail and report accuracy.
• Comfortable owning deliverables independently and meeting fixed reporting deadlines.
• Willingness to work rotational shifts.