- Monitor real-time agent productivity, attendance, schedule adherence, and queue performance.
- Manage intraday staffing through schedule exceptions, shrinkage management, and workforce adjustments.
- Collaborate with Operations and WFM leadership on staffing and scheduling changes.
- Prepare and distribute real-time performance reports and insights.
- Identify and escalate service level risks, outages, and volume fluctuations.
- Support workforce optimization initiatives and other assigned duties.
Role & responsibilities (Traffic Analyst)
- Monitor real-time productivity, schedule adherence, and queue performance; provide actionable insights to operations leaders.
- Maintain intraday supply versus demand accuracy by processing schedule exceptions and shrinkage requests using WFM tools.
- Update forecasts and recommend overtime, extra hours, voluntary time off, or schedule adjustments.
- Partner with WFM, Real-Time Analysts, and Operations teams to optimize staffing and service levels.
- Distribute real-time performance reports and communicate trends, risks, and actions.
- Analyze historical performance data and recommend workforce planning improvements.
- Lead prior-day performance reviews and establish action plans for upcoming intervals.
- Coordinate incident communications during outages, system issues, or unexpected volume fluctuations.
- Perform additional workforce management duties as assign
Preferred candidate profile
- Minimum 1 Year of Experience
- Should be comfortable with rotational shifts and rotational offs
- Excellent communication skills
- must have all the relevant documents - employement and education
Other Details
- 5 Days working
- Rotational Shifts
- Rotational Offs
- Location - Bangalore, Whitefield
- Both Side cab Facility
- Work from office
- Walk in interview
Interested candidates can share their Cv's on whatsapp HR Archit - (phone hidden)
📌 Walk-in || WFM - Real Time Analyst/ Traffic Analyst (Bengaluru)
🏢 Conduent
📍 Bengaluru
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