Tools: Advance Excel, Basic Knowledge RTA, WFM Metrics

Job Title: WFM Real Time Analyst

Job Summary:

Real-Time Analyst

Summary: A Real-Time Analyst is responsible for live monitoring of queues and agent activity, ensuring adherence and service levels while managing real-time exceptions and reporting.

Roles & Responsibilities

- Monitor queues, service levels, and agent adherence in real time.
- Identify and address issues that impact service levels, such as late logins, unplanned absences, and system outages, taking appropriate action to mitigate the impact
- Support intraday planning and workforce delivery governance.
- Managing BCP situations like Downtime, System issues, etc
- Volume allocation & Calling out Routing issues (Load balancing Vendor /client side)
- Send real-time staffing alerts, outlooks and updates.
- Escalates relevant information on account performance to Management and ensures proper document on major incidents.
- Generate real-time reports: SLA, shrinkage, adherence, RCA.




- Send Staffing Outlook for present day +1 day at the start of shift to share projected plan
- Ensure that schedule exceptions are timely updated to reflect accurate adherence in applicable WFM tool (Like Verint, Aspect, IEX , Teleopti , Genesys cloud)

Skills Required

- 2+ years in contact centers, preferably 1+ Year in RTA.
- Knowledge of WFM systems and ACDs.
- Strong Excel, reporting, and communication skills.
- Ability to react quickly and maintain performance under pressure.
- Awareness of service-level metrics and performance triggers.

Key Responsibilities: Strong communication skills in English with Valuable Analytical skills

Ability to work well in and promote a team environment, excellent understanding

Computer knowledge - Knowledge of MS Office (Word, Excel, Power Point)

Proficient in using email (Email Etiquettes)

📌 Real Time Analyst (WFM) Immediate Joiner (BPO Exp) Gurugram
🏢 TP
📍 Gurugram