Title: RTA Supervisor/Lead
Shift times: 6:30 pm - 8:30 am IST (2 rotational shifts) & 2 rotational week off
Location: Udyog Vihar, Sector 19, Gurugram, Haryana OR Viman Nagar, Pune, MH
Onsite: Work from office
Start Date: ASAP - 30 to 60 days
Years of experience: 7+ years exp (RTA & 4+ yrs lead experience)

Position Overview
The Real Time Analyst (RTA) Lead / Supervisor 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 skills, operational awareness, and the ability to make quick, data-driven decisions that protect service levels and optimize efficiency.

Key Responsibilities




• Lead the RTA team by managing workload allocation, performance, and daily intraday activities.
• Own critical intraday escalations and coordinate with Operations, WFM, and leadership teams.
• Coach RTAs on intraday processes, staffing actions, escalation handling, and reporting accuracy.
• Monitor intraday performance across channels, sites, and queues to ensure alignment with forecast, capacity plans, and schedules.
• Continuously evaluate real-time drivers such as volume, AHT, staffing levels, attendance, and queue conditions to identify service-level risks.
• Execute intraday reforecasting by incorporating actual performance trends and updating staffing requirements accordingly.
• Bridge planning to execution by understanding how forecast changes and scheduling decisions impact real-time performance.
• Implement a proactive intraday management approach, including rolling forecasts, pacing

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