Workforce Management (RTA) – Real-Time Analyst

Job Description:
The Workforce Management Real-Time Analyst (RTA) plays a critical role in maintaining operational performance across customer support and contact center environments. This position is focused on real-time monitoring of call volumes, staffing levels, queue performance, and agent productivity to ensure teams deliver against service level agreements (SLAs). As an RTA, you will act as the control tower for daily live operations—analyzing trends, making rapid adjustments, and enabling seamless customer service through strategic workforce allocation.

In this role, you will leverage Workforce Management tools to monitor staffing adherence, optimize break schedules, track productivity, and implement schedule changes that maintain efficiency throughout the day. You’ll collaborate closely with team leads, operations, and quality teams to identify performance gaps and proactively address disruptions affecting service delivery. This position is ideal for individuals who excel in time-sensitive environments, possess strong analytical thinking, and enjoy roles that combine data-driven decision-making with real-time operational impact.

Roles & Responsibilities:

• Real-Time Monitoring: Track call volumes, agent states, queue lengths, and performance metrics throughout the shift to ensure service levels are achieved.

• Live Staffing Adjustments: Modify schedules and queue assignments based on fluctuations in call volume and staffing availability.

• Schedule & Break Management: Ensure agents adhere to scheduled shifts and breaks, while managing exceptions and sudden absenteeism.

• Adherence Governance: Monitor agent schedule adherence and intervene when deviations occur, escalating when necessary.

• Performance Tracking & Reporting: Generate real-time and end-of-shift reports on AHT, service levels, occupancy, shrinkage, and other KPIs.

• Cross-Functional Collaboration: Partner with operations, training, and WFM planning teams to address performance gaps and optimize scheduling strategies.

• Trend & Risk Analysis: Identify emerging patterns such as volume spikes, adherence issues, or system outages and recommend proactive solutions.

• Escalation Management: Trigger alerts and escalate critical situations to management when service disruptions or severe resource constraints occur.

• WFM System Management: Utilize workforce and call center tools to adjust rosters, forecast needs, and maintain real-time dashboards.

Requirements & Eligibility:

• Bachelor’s degree in Business, Analytics, Computer Science, or relevant discipline preferred.

• Strong analytical and decision-making skills with the ability to respond quickly to changing live conditions.

• Proficiency in Workforce Management tools (e.g., NICE, Verint, Genesys, Calabrio, Aspect) and MS Excel.

• Clear understanding of contact center operations, SLAs, AHT, shrinkage, occupancy, and related workforce metrics.

• Excellent verbal and written communication skills for collaborating with operations and leadership.

• Ability to remain calm under pressure, multi-task efficiently, and prioritize real-time actions effectively.

• Flexible to work full-time in night shifts and adjust to rotational off schedules.

Expected Salary:
The typical salary range for a Workforce Management Real-Time Analyst (RTA) in India falls between ₹4.5 – ₹8.5 LPA, depending on experience, industry exposure, certification in WFM tools, and complexity of previous operations handled. Candidates with strong WFM tool expertise and live-ops command experience tend to be placed at the higher end of the range.

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