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)

Job description:
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 robust 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 adjus

📌 Workforce Management Analyst (India)
🏢 Aptino
📍 India