Walk-in || WFM - Real Time Analyst/ Traffic Analyst

Job description

WFM - RTA/Traffic Analyst Role & responsibilities (RTA) • Monitor real-time agent productivity, attendance, schedule adherence, and queue performance. • Manage intraday staffing through schedule exceptions, shrinkage management, and workforce adjustments. • Collaborate with Operations and WFM leadership on staffing and scheduling changes. • Prepare and distribute real-time performance reports and insights. • Identify and escalate service level risks, outages, and volume fluctuations. • Support workforce optimization initiatives and other assigned duties. Role & responsibilities (Traffic Analyst) • Monitor real-time productivity, schedule adherence, and queue performance; provide actionable insights to operations leaders. • Maintain intraday supply versus demand accuracy by processing schedule exceptions and shrinkage requests using WFM tools. • Update forecasts and recommend overtime, extra hours, voluntary time off, or schedule adjustments. • Partner with WFM, Real-Time Analysts, and Operations teams to optimize staffing and service levels. • Distribute real-time performance reports and communicate trends, risks, and actions. • Analyze historical performance data and recommend workforce planning improvements. • Lead prior-day performance reviews and establish action plans for upcoming intervals. • Coordinate incident communications during outages, system issues, or unexpected volume fluctuations. • Perform additional workforce management duties as assign Preferred candidate profile • Minimum 1 Year of Experience • Should be comfortable with rotational shifts and rotational offs • Excellent communication skills • must have all the relevant documents - employement and education Other Details • 5 Days working • Rotational Shifts • Rotational Offs • Location - Bangalore, Whitefield • Both Side cab Facility • Work from office • Walk in interview Interested candidates can share their Cv's on whatsapp HR Archit - 8495852562