Location: [India – Pune Preferred City]
Work Type: Full time | Shift-based (including weekends)
Department: Workforce Management / Operations
Reports to: WFM Manager / Operations Lead
About the Role:
We’re seeking a detail‑oriented Real-Time Analyst (RTA) to monitor and optimize
live contact center operations across phone, chat, email and digital queues.
The candidate must be fluent in Mandarin and English. Should be experienced
with Genesys (Cloud or Engage) routing, leveraging real-time insights to
protect SLA/ASA, minimize abandonment, and ensure agent adherence.
Key Responsibilities:
- Live Queue Monitoring & Actions
- Real-Time Adherence (RTA)
- Genesys Control & Optimization
- Communication & Stakeholder Management
- Reporting & Hygiene
Required Qualifications:
- Bachelor’s degree in any
discipline
- Minimum 2 years’ experience in
Real-Time/Intraday/WFM
- Hands-on with Genesys
Cloud/Engage
- Mandarin and English proficiency
- WFM tool knowledge: Genesys WFM,
Alvaria eWFM
Preferred Skills:
- Experience in digital
routing
- Basic SIP/telephony understanding
- Ability to work in 24x7 shifts