About the Job 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 new 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 is considered an asset Advanced level of MS Excel/Google sheets Pivot Tables V-Lookup/X-Lookup Index/Match Ability to create charts/graphs 1+ years of previous experience with any WFM tools is required NICE IEX Aspect eWFM

Verint

Calabrio Knowledge of programming / Tableau will be an asset Excel/BI/Reporting tools certifications will be an asset Good communication skills,local language and English (required) Additional languages would be an asset

Ability to identify emerging trends, measure impact on the business and use good judgment Experience in facilitating meetings Proactively distill and analyze data, charts, and graphs into actionable insights & present recommendations to stakeholders and other audiences Able to collaborate with client’s cross-functional teams and vendor RTA teams

Explicit and concise, written and verbal communication (in English)

Fundamental understanding of call center metrics

📌 Sr. Real Time Analyst (WFM Managed Services) (Hyderabad)
🏢 Intouch CX
📍 Hyderabad