? We're Hiring: Real Time Analyst (RTA) – Workforce Management ?

Are you passionate about Workforce Management and real-time operations? We're looking for an experienced Real Time Analyst (RTA) to join our growing team and play a critical role in driving operational excellence.

? Locations:
Pune, Maharashtra
Gurgaon (Gurugram), Haryana

? Shift:
Night Shift
Rotational Shifts
2 Rotational Weekly Offs

Key Responsibilities
✅ Monitor intraday performance across channels, queues, and sites
✅ Perform intraday forecasting and real-time staffing adjustments
✅ Monitor Service Levels (SL), ASA, AHT, Occupancy, and Queue Health
✅ Manage staffing levers including OT, VTO, schedule changes, and cross-skilling
✅ Track attendance and staffing gaps in real time
✅ Collaborate with Operations and Planning teams to maintain SLA performance
✅ Generate Mid-Day and End-of-Day (EOD) performance reports
✅ Drive proactive decision-making using real-time data and performance thresholds

Required Skills




✔ 3–5+ years of Workforce Management (WFM) experience with strong Real-Time/Intraday Management exposure
✔ Strong understanding of Service Level (SL), ASA, AHT, Occupancy, Shrinkage, and Forecasting
✔ Experience with Intraday Reforecasting and Queue Management
✔ Hands-on experience with WFM tools and Advanced Excel/Google Sheets
✔ Robust analytical, communication, and decision-making skills
✔ Experience managing OT, VTO, schedule adherence, and staffing optimization

? What We're Looking For
Excellent analytical and problem-solving skills
Ability to make fast, data-driven decisions
Strong coordination with Operations and Planning teams
Experience in a fast-paced Contact Center environment

? Interested?
Send your updated resume to [email protected]

Please mention "Real Time Analyst – Pune" or "Real Time Analyst – Gurgaon" in the subject line.

📌 Real Time Analyst (Gurugram)
🏢 Aptino
📍 Gurugram