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

Job description
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 quick, data-driven decisions. ✔️Experience managing staffing levers (OT, VTO, cross-skilling, schedule adjustments). ✔️Strong 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