NOTE: Only candidate from near by Gurgaon are considered with immediate joining, and must have 2+ years in RTA and overall 3+ yrs experience.

? Hiring: Real Time Analyst (WFM RTA)

? Location: Sector 19, Udyog Vihar, phase 5, Gurugram, HR, India

➡️ Onsite - Work from office - 5 days/week

? Shifts: 6:30 PM – 8:30 AM IST - (2 rotational shifts) and (2 Rotational Week off)

? Start Date: ASAP - immediate joiners)

? Experience: 3+ years

:

The Real Time Analyst (RTA) is a hands-on individual contributor responsible for managing intraday performance by linking forecasts, capacity plans, and schedules to real-time execution. This role ensures that staffing aligns with demand throughout the day by proactively monitoring performance, identifying risks, and executing timely interventions.

You will play a critical role in bridging planning and operations by analysing real-time drivers, activating appropriate staffing levers, and driving a proactive intraday management approach. Success in this role requires strong analytical ski ls, operational awareness, and the ability to make fast, data-driven decisions that protect service levels and optimize efficiency.

Qualifications





✔️3–5+ years of experience in workforce management, with strong exposure to real-time/intraday management.

✔️Proven ability to link forecasting, planning, scheduling, and real-time execution.

✔️Strong understanding of contact center metrics (service level, ASA, AHT, occupancy, shrinkage).

✔️Experience performing intraday reforecasting and real-time workload analysis.

✔️Demonstrated ability to analyse multiple data inputs and make fast, data-driven decisions.

✔️Experience managing staffing levers (OT, VTO, cross-skilling, schedule adjustments).

✔️Robust understanding of queue dynamics, backlog management, and performance thresholds.

✔️Advanced proficiency in Excel or Google Sheets; experience with any WFM tools required.

✔️Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.

✔️Effective communication skills and ability to coordinate across operations and planning teams.

Thanks and Regards,

Preeti Mane – Technical Recruiter

Aptino, Inc.

[email protected]

📌 Workforce Management Analyst (Gurugram)
🏢 Aptino
📍 Gurugram