Title: RTA Supervisor/Lead
Shift times: 6:30 pm - 8:30 am IST (2 rotational shifts) & 2 rotational week off
Location: Udyog Vihar, Sector 19, Gurugram, Haryana OR Viman Nagar, Pune, MH
Onsite: Work from office
Start Date: ASAP - immediate joiner
Years of experience: 5+ years exp (RTA + lead experience)

Position Overview
The Real Time Analyst (RTA) Lead / Supervisor 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 skills, 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 such as volume, AHT, staffing levels, attendance, and queue conditions to identify service-level risks.
Execute intraday reforecasting 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 a proactive intraday management approach, including rolling forecasts, pacing analysis, and forward-looking adjustments.
Monitor and respond to global triggers such as SLA imbalance, extended wait times, backlog thresholds, and attendance gaps.
Activate and manage staffing levers such as OT, VTO, cross-channel movements, queue prioritization, and schedule adjustments.
Manage atte

📌 Workforce Management Analyst (Gurugram)
🏢 Aptino
📍 Gurugram