We are looking for experienced Real Time Analysts (RTAA) with strong exposure to workforce management and queue monitoring in a contact center workplace.
Key Responsibilities:
- Monitor real-time queue performance and staffing levels
- Ensure service levels and operational targets are maintained
- Manage schedule adherence, shrinkage, and intraday activities
- Coordinate with operations teams for staffing adjustments and escalations
- Prepare and analyze reports using Excel and WFM tools
- Identify operational risks and support business continuity planning
Required Skills:
- Experience in RTA / WFM / Queue Management
- Good understanding of call center metrics and SLA management
- Strong knowledge of MS Excel
- Good analytical and communication skills
- Flexible to work in rotational shifts
📌 Real Time Analyst (Bengaluru)
🏢 Joulestowatts
📍 Bengaluru
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