Workforce Management Real Time Analyst

Job description

**About the Role** We\\u2019re seeking a proactive and detail-oriented Real-Time Analyst (RTA) to join our dynamic Workforce Management team in Bangalore. If you thrive in fast-paced environments and have a knack for optimizing performance in real time, we\\u2019d love to hear from you. **Key Responsibilities:** - Monitor queues and agent adherence in real time to ensure operational efficiency - Manage intraday staffing levels and shrinkage to meet service level goals - Track and report real-time performance metrics, SLAs, and adherence trends - Collaborate with Operations and WFM teams to implement schedule adjustments and updates **Requirements:** - 1 years of experience as an RTA, WFM Executive, or Real-Time Analyst - Strong understanding of call center KPIs (AHT, SLA, adherence, occupancy) - Hands-on experience with WFM tools such as IEX, Avaya, Genesys, or similar platforms - Excellent analytical and communication skills - Willingness to work night shifts