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✅ Analyst - Real Time Analyst (RTA)
✅ Assistant Manager - Workforce Management (WFM)
If you have a passion for workforce planning, forecasting, scheduling, real-time operations, and driving business performance, we'd love to connect with you.
Key Responsibilities
For Analyst - RTA
• Monitor real-time performance metrics including SLA, AHT, Occupancy, Adherence, Queue Depth, and Shrinkage.
• Manage intraday activities by adjusting schedules, breaks, and offline activities.
• Identify service level risks and implement corrective actions proactively.
• Coordinate with Operations and WFM teams on real-time staffing decisions.
• Publish intraday reports and performance updates.
• Track attendance, adherence, and productivity metrics.
For Assistant Manager - WFM
• Manage end-to-end Workforce Management functions including Forecasting, Scheduling, Capacity Planning, and Real-Time Management.
• Develop short, medium, and long-term forecasts using statistical models and historical trends.
• Drive staffing, hiring, overtime planning, and resource optimization across Voice and Non-Voice operations.
• Improve forecast accuracy and workforce efficiency through continuous analysis.
• Lead WFM teams and collaborate with business stakeholders and clients.
• Manage capacity planning, reporting, invoicing, and governance activities.
• Analyze trends in AHT, Shrinkage, and workload patterns to improve operational performance.
Required Skills
✔ Solid knowledge of WFM metrics such as SLA, AHT, Occupancy, Adherence, and Shrinkage
✔ Experience in Forecasting, Scheduling, Capacity Planning, and Real-Time Management
✔ Advanced MS Excel skills (VBA knowledge pref
📌 Workforce Management Analyst (Noida)
🏢 HCLTech
📍 Noida