Role & responsibilities

If you're posting a WFM RTA job on Naukri, you can use the following concise roles and responsibilities:

Job Title: WFM Real-Time Analyst (RTA)

Roles & Responsibilities:

Monitor real-time contact center performance and service levels.

Track agent schedule adherence and attendance.

Analyze intraday staffing and workload trends.

Coordinate with Operations to maintain SLA and productivity targets.

Manage queue performance and recommend staffing adjustments.

Prepare hourly, daily, and intraday performance reports.

Escalate service level risks and operational issues promptly.

Ensure optimal resource utilization and occupancy.

Work with WFM tools such as NICE, Verint, Genesys, Aspect, or Avaya.

Solid knowledge of Excel and contact center metrics (AHT, SLA, Occupancy, Shrinkage, Adherence).

Preferred Skills:

Experience in Workforce Management (WFM) or Real-Time Analysis.

Excellent analytical and communication skills.

Ability to work in rotational shifts.

This format is recruiter-friendly and suitable for a Naukri job posting.

Preferred candidate profile

Graduation is mandatory

Immediate joiners

comfortable with night shifts

📌 Wfm Rta Analyst Telangana
🏢 Manning Consulting
📍 Telangana