? 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

✔ Solid 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 (RTA) – Workforce Management (Gurugram)
🏢 Aptino
📍 Gurugram