Description

We are looking for a Workforce Management Real-Time Analyst (RTA) to monitor and manage real-time operations across multiple queues and ensure optimal staffing levels. The ideal candidate must have hands-on experience in Google Sheets for reporting, data analysis, and performance tracking.

Key Responsibilities:
- Monitor real-time call volume, agent adherence, and service levels across multiple queues.
- Perform intra-day schedule management including break, lunch, and meeting adjustments to maintain SLA targets.
- Communicate real-time performance updates and deviations to Operations and WFM teams.
- Prepare daily, weekly, and monthly reports using Google Sheets with advanced formulas and dashboards.
- Track and analyze AHT, shrinkage, occupancy, and absenteeism metrics.
- Provide actionable insights to optimize staffing and improve productivity.
- Coordinate with team leaders and operations to ensure adequate coverage during peak and off-peak hours.
- Identify and escalate potential risks or anomalies impacting service levels.

Required Skills & Qualifications:




- Bachelor's Degree (Graduation is mandatory).
- 8+ months of work experience in contact center; workforce management experience is a plus
- Strong proficiency in Google Sheets (VLOOKUP, Pivot Tables, Conditional Formatting, Charts, Formulas, etc.).
- Knowledge of WFM tools (e.g., IEX, Aspect, NICE, Verint, Genesys, etc.) preferred.
- Excellent analytical, communication, and coordination skills.
- Ability to work in a fast-paced, dynamic environment and manage multiple tasks simultaneously.
- Comfortable working in night shifts.

Perks & Perks
- Salary Range- Upto 5.90 LPA
- Annual Bonus
- Cab facility (Pick up & Drop)
- Medical Insurance
- Life Insurance

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operation

📌 Real Time Analyst (Noida)
🏢 TELUS Digital
📍 Noida