The Senior Real Time Analyst position will be responsible for providing Workforce Management (WFM) as a service (RTA role) for a client command center. This person will be managing the vendor network.
As Senior Real Time Analyst (RTA), You Will
Act as shift point of contact:
- Overlook the team in the absence of the Manager/Supervisor
- Conduct RTA huddles and pass updates to the team
- Act as SME and train current members in the team

Queue management:
- Monitor client enterprise service KPIs (service level) and staff performance across all vendors throughout the day
- Situational management (vendor level)
- BCP situations: Tools issues, WFM Systems issues, etc.
- Routing / downtime issues - Create and manage war room o Make announcements about outages on respective client tools.
- Intraday Management
- Facilitate daily syncs with clients/vendors to review performance
- Monitor forecast vs actual governance at the enterprise level (service KPIs, handling capacity, shrinkage, handle time, service levels)




- Re-forecast within the day to project staffing gaps and share across the network to address over/under staffing
- Approve and push extra time/VTO/off phone requests by vendors
- Communicate directly with the stakeholders on trends, staffing levels, and mitigation tactics needed to improve service levels performance
- Perform root cause analysis (end of day) & provide updates to enterprise network & leadership team

Reporting:
- Track daily/weekly/monthly performance and provide context on the following metrics:
- Service Level/ASA
- Shrinkage/Absenteeism
- EOD reports

Additional tasks:
- Provide regular feedback to the planning and scheduling team

As Senior Real Time Analyst (RTA), You Have
- A University education with a technical background (mathematical or statistical course desirable) is preferred
- 3+ years previous call center experience required
- Minimum 1 year WorkForce Management experience is required
- Previous work experience working with Global vendors

📌 Senior Real Time Analyst (Secunderabad)
🏢 IntouchCX
📍 Secunderabad