We are currently looking for skilled Real Time Analysts (RTA) to be part of our dynamic Workforce Management team. The successful candidate will be tasked with real -time monitoring, reporting, and performance analysis across operations, demonstrating a solid understanding of workforce metrics and operational KPIs.
Key Responsibilities
- Monitoring and ensuring daily attendance; calculating and reporting attendance percentages.
- Analyzing and reporting on SLA adherence, occupancy, productivity, shrinkage, and attrition.
- Compiling headcount data across various processes and creating attrition reports.
- Tracking daily associate -wise AHT (Average Handle Time) and escalating any discrepancies.
- Generating daily reports such as calls offered, calls answered, and calls abandoned.
- Assisting in workforce planning and intraday management by monitoring real -time data.
- Collaborating with operations to guarantee service levels and staffing efficiency are maintained.
Required Skills & Qualifications
- 1–3 years of experience in Real Time Analysis or Workforce Management.
- Profound understanding of WFM KPIs and formulas (SLA, AHT, Occupancy, Shrinkage, Attrition).
- Proficiency in MS Excel and reporting tools.
- Exceptional analytical and communication skills.
- Capability to thrive in a fast -paced workplace and manage multiple tasks concurrently.
Requirements
Requirements:
- Bachelor’s degree in Business Administration, Management, or relevant field (preferred).
- Certification in Workforce Management or related field (a plus).
📌 Real Time Analyst (RTA) || Mumbai / Pune || 1 -3yrs || Up to 7 LPA
🏢 Leading
📍 Mumbai
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