RTM (Real-Time Management) | BPO

Job Title: RTM Executive / Real-Time Analyst Industry: BPO / Call Centre

Department: Operations / Workforce Management

Roles & Responsibilities:

- Monitor real-time call centre performance, including service levels, AHT, occupancy, and adherence.
- Track agent availability, login/logout, breaks, and AUX status.
- Monitor inbound and outbound call volumes and ensure adequate staffing.
- Manage real-time shrinkage, absenteeism, and schedule adherence.
- Coordinate with Operations Team Leaders to manage staffing gaps and improve service levels.
- Prepare hourly, daily, and interval-wise performance reports.
- Identify deviations from targets and take corrective actions to maintain operational efficiency.
- Monitor queue performance and escalate issues related to call spikes or system outages.
- Ensure adherence to SLAs and operational KPIs.




- Support workforce management (WFM) with intraday planning and staffing adjustments.

Required Skills

- Valuable knowledge of Excel and MIS reporting.
- Understanding of BPO metrics such as AHT, SLA, occupancy, shrinkage, adherence, and service level.
- Strong analytical and problem-solving skills.
- Good communication and coordination skills.
- Ability to work under pressure in a real-time operations environment.

Eligibility

- Previous experience in RTM / RTA / WFM in a BPO or call centre is preferred.
- Relevant experience with real-time monitoring tools and workforce management systems is an advantage.

Share Your Cv at (phone hidden) HR Dheeraj

Salary Budget 30k CTC TO 35K CTC

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