Real Time Analyst (RTA) || Mumbai / Pune || 1 -3yrs || Up to 7 LPA

Company : 2coms

Job Type : Full Time

Mumbai, India

Number of Applicants

:

000+

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Job Description - Real Time Analyst (RTA) || Mumbai / Pune || 1 -3yrs || Up to 7 LPA

Job Description

We are currently looking for skilled Real Time Analysts (RTA) to be part of our dynamic Workforce Management team. The successful candidate will be tasked with real -time monitoring, reporting, and performance analysis across operations, demonstrating a solid understanding of workforce metrics and operational KPIs.

Key Responsibilities

Monitoring and ensuring daily attendance; calculating and reporting attendance percentages.
Analyzing and reporting on SLA adherence, occupancy, productivity, shrinkage, and attrition.
Compiling headcount data across various processes and creating attrition reports.
Tracking daily associate -wise AHT (Average Handle Time) and escalating any discrepancies.
Generating daily reports such as calls offered, calls answered, and calls abandoned.
Assisting in workforce planning and intraday management by monitoring real -time data.
Collaborating with operations to guarantee service levels and staffing efficiency are maintained.

Required Skills & Qualifications

1–3 years of experience in Real Time Analysis or Workforce Management.
Profound understanding of WFM KPIs and formulas (SLA, AHT, Occupancy, Shrinkage, Attrition).
Proficiency in MS Excel and reporting tools.
Exceptional analytical and communication skills.
Capability to thrive in a fast -paced environment and manage multiple tasks concurrently.

Requirements

Requirements:

Bachelor’s degree in Business Administration, Management, or relevant field (preferred).
Certification in Workforce Management or related field (a plus).

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