Walkin at HCLTech for Senior Real-Time Analyst (RTA)

Walkin date: 6th Nov

Shift: US Shift

Location: Navalur

Interview Timing: 10:30 Am to 2 PM

HR Spoc: Suryapriya

VENUE:

Sandhya Infocity Limited Navalur
Registered Address: No.33, Rajiv Gandhi Salai, Old Mahabalipuram Road (OMR), Navalur

: Real-Time Analyst (RTA)

Role Summary

Responsible for real-time queue monitoring and intraday management to ensure SLA adherence through optimal resource utilization.

Key Responsibilities
Monitor real-time performance (SLA, AHT, Shrinkage, Queue depth, Service level)
Manage intraday staffing by adjusting schedules, breaks, and offline activities
Identify and highlight risks to SLA, and take corrective actions proactively
Coordinate with Operations and WFM for real-time decisions (skilling, callouts, OT)




Track attendance, adherence, and shrinkage in real time
Publish intraday reports and provide performance updates

Skills Required
Solid understanding of WFM metrics (SLA, AHT, Occupancy, Shrinkage)
Positive analytical and decision-making skills
Advanced Excel knowledge
Familiarity with WFM tools (Aspect, NICE, IEX, Genesys, etc.)
Robust communication and coordination skills

Experience & Qualification
25 years in WFM/RTA role
Graduate (any discipline)
BPO/Contact Center experience preferred

KPIs
SLA attainment
Adherence management
Real-time decision accuracy
Shrinkage control

📌 Walkin At Hcltech For Senior Real Time Analyst Chennai
🏢 HCLTech
📍 Chennai