Position : Real Time Analyst (RTA)

Location : Phase V, Udyog Vihar, Sector 19, Gurugram, Haryana 122016.

Start Date: ASAP immediate joiners by- 24 th Aug

Shift Time: 6:30 PM IST – 8:30 AM IST - (2 rotational shifts) and (Rotational Week off)

:

The Real Time Analyst (RTA) is a hands-on individual contributor responsible for managing intraday performance by linking forecasts, capacity plans, and schedules to real-time execution. This role ensures that staffing aligns with demand throughout the day by proactively monitoring performance, identifying risks, and executing timely interventions.

You will play a critical role in bridging planning and operations by analysing real-time drivers, activating appropriate staffing levers, and driving a proactive intraday management approach. Success in this role requires strong analytical ski ls, operational awareness, and the ability to make fast, data-driven decisions that protect service levels and optimize efficiency.

Key Responsibilities

● Monitor intraday performance across channels, sites, and queues to ensure alignment with forecast, capacity plans, and schedules

● Continuously evaluate real-time drivers (volume, AHT, staffing levels, attendance, queue conditions) and identify risks to service levels

● Execute intraday reforecasting (interval and daily) by incorporating actual performance trends and updating staffing requirements accordingly

● Bridge planning to execution by understanding how forecast changes and scheduling decisions impact real-time performance

● Implement and manage a proactive intraday management approach, including rolling forecasts, pacing analysis, and forward-looking adjustments

● Monitor and respond to global triggers (e.g., SLA imbalance, extended wait times (ASA), backlog thresholds, attendance gaps)



and initiate appropriate actions

● Activate and manage staffing levers such as overtime (OT), voluntary time off (VTO), cross-channel movements, queue prioritization, and schedule adjustments

● Manage and maintain attendance tracking, ensuring accurate and timely updates of absences, lateness, and staffing gaps

● Analyse overstaffing and understaffing conditions and recommend actions to balance occupancy and SLA performance

● Coordinate with operations and planning teams to ensure timely execution of intraday decisions and escalations

● Manage OT and VTO waitlists, ensuring proper setup, tracking, and adherence to policies

● Track and report OT fulfilment vs. requirements, identifying gaps and recommending adjustments

● Support peak event and high-volume period management, including execution of predefined intraday strategies

Qualifications

- 2+ years of experience in workforce management, with strong exposure to real-time/intraday management
- Proven ability to link forecasting, planning, scheduling, and real-time execution
- Strong understanding of contact center metrics (service level, ASA, AHT, occupancy, shrinkage)
- Experience performing intraday reforecasting and real-time workload analysis
- Demonstrated ability to analyse multiple data inputs and make fast, data-driven decisions
- Experience managing staffing levers (OT, VTO, cross-skilling, schedule adjustments)
- Strong understanding of queue dynamics, backlog management, and performance thresholds
- Advanced proficiency in Excel or Google Sheets; experience with WFM tools required
- Strong attention to detail and ability to manage multiple priorities in a rapid-paced environment
- Effective communication skills and ability to coordinate across operations and planning teams

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