The Real-Time Analyst (RTA) is responsible for managing real-time floor operations to ensure service level targets are met, agent productivity is optimized, and staffing costs are minimized.
Key Responsibilities
• Manage real-time adherence, staffing, and intraday performance
• Coordinate with the JAM and India WFM team for real-time processes and best practices
• Monitor and adjust schedules, breaks, and PTOs dynamically based on volume and performance
• Reforecast intraday demand (IDP) every 2–3 hours as needed
• Handle skill-based routing and real-time skill adjustments
• Send realtime reports daily covering SL/Workrate, AHT, staffing, and more
• Participate in client and internal meetings to provide staffing insights
• Manage outages, system issues, and escalate abnormalities to stakeholders
Skills Qualifications
• Minimum 1 year of WFM experience, preferably in real-time operations
• Strong knowledge of WFM KPIs (SL, Occupancy, Answer Rate)
• Intermediate Excel skills (macros, formulas; SQL/VBA is a plus)
• Proficiency in WFM/MIS tools: Tableau, Aspect, Genesys, Avaya CMS, Verint, IEX
• Excellent communication, multitasking, and problem-solving skills
• Flexible to work evenings, weekends, holidays, and on short notice