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

Job Description

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.
  

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