Job Description (JD) Overview

- Role Title: Real-Time Analyst (RTA) Workforce Management (WFM)
- Department: Workforce Management (WFM)
- Shift: Generally rotational or night shifts to match international client time zones (US/UK/EU).

Key Responsibilities

- Live Monitoring: Track real-time queue volumes, call flows, handle times (AHT), and service level agreements (SLAs).
- Adherence Tracking: Monitor agent login statuses, breaks, lunches, and overall schedule adherence live on the floor.
- Intraday Adjustments: Reallocate staff dynamically between voice, chat, or back-office tasks based on sudden spikes or drops in volume.
- Incident Management: Coordinate quickly with IT, telecom, or facilities teams if systems, dialers, or internet lines go down.
- Reporting: Generate intraday performance reports, shift logs, and exception logs for operations and management teams.

Requirements & Skills:





- Experience: 1 to 3 years of total experience, including background as a voice/non-voice agent or previous exposure to WFM/RTA roles in an international BPO.
- Technical Skills: Robust command of MS Excel (VLOOKUP, pivot tables, formulas) and familiarity w
- ith ACD/dialer tools (like Avaya, Genesys, or NICE inContact).
- Communication: Excellent verbal and written English communication skills to coordinate with global stakeholders and team leads.
- Soft Skills: High attention to detail, rapid decision-making abilities under pressure, and strong problem-solving skills.

Please share your resume to [email protected] or call me on (phone hidden)

📌 Walkin Drive || Workforce Management (WFM) || BLR Hiring (Bengaluru)
🏢 STARTEK Aegis Customer Support Services
📍 Bengaluru