Real Time Analyst - US Shift | Chennai

Job description

**Job Description: 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** - Strong understanding of WFM metrics (SLA, AHT, Occupancy, Shrinkage) - Good analytical and decision-making skills - Advanced Excel knowledge - Familiarity with WFM tools (Aspect, NICE, IEX, Genesys, etc.) - Strong communication and coordination skills **Experience & Qualification** - 37 years in WFM/RTA role - Graduate (any discipline) - BPO/Contact Center experience preferred **KPIs** - SLA attainment - Adherence management - Real-time decision accuracy - Shrinkage control