real time management

RTM Executive / Real-Time Analyst – BPO

Experience: 6 Months – 1 Year

Industry: BPO

Department: WFM / RTM

Employment Type: Full-Time

Shift: Rotational Shifts

Job Summary

We are looking for an RTM Executive / Real-Time Analyst with 6 months to 1 year of relevant BPO/WFM experience. The candidate should have hands-on knowledge of real-time operations and be capable of independently monitoring and managing intraday performance.

Key Responsibilities

Monitor real-time queue performance and ensure required staffing levels.

Track Service Level, AHT, ASA, Occupancy, Abandonment and Volume.

Monitor agent login/logout, AUX, breaks, lunch, ACW and schedule adherence.

Identify staffing gaps, absenteeism, late logins and adherence issues.

Manage intraday staffing and take corrective actions to protect SLA.

Coordinate with Operations, Team Leaders and WFM for real-time staffing requirements.

Monitor volume fluctuations and highlight potential SLA risks.

Manage break/lunch plans and resource movement as per business requirements.

Prepare and circulate hourly/intraday and daily RTM reports.

Track shrinkage, offline activities, training, meetings and other staffing impacts.

Escalate operational/system issues affecting queue performance.

Provide timely updates and escalations to relevant stakeholders.

Support WFM teams with intraday performance trends and operational insights.

Must-Have Skills

6 months – 1 year experience in RTM/RTA/WFM in a BPO environment.

Strong understanding of BPO operations and WFM concepts.

Good knowledge of:

Service Level (SL)

AHT

ASA

Occupancy

Abandonment

Shrinkage

Schedule Adherence

AUX/ACW

Staffing & Queue Management

Good MS Excel knowledge — VLOOKUP/XLOOKUP, Pivot Tables, Filters and basic formulas.

Exposure to NICE, IEX, Verint, Genesys, Avaya or similar tools is preferred.

Good analytical and communication skills.

Ability to work under pressure and make quick real-time decisions.

Willingness to work in rotational shifts.

Candidate Profile

The candidate should have actual hands-on RTM experience and should understand the complete intraday RTM process:

Queue Monitoring → Staffing → Adherence → Break Management → SLA Monitoring → Intraday Reporting → Escalation → Corrective Action → Stakeholder Communication

Note: Candidates with only MIS/reporting experience and no real-time monitoring exposure may not be considered.

Education

Graduation – Any Stream

Salary - 18000ctc to 22000 ctc

Pay: From ₹18,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: Remote