Senior Executive - Real Time Analyst (RTA)

We are inviting applications from internal candidates for the position of Real Time Analyst (RTA). This role is critical in ensuring smooth day-to-day operations by monitoring real-time performance, managing staffing efficiently, and driving service level adherence.

Key Responsibilities

Monitor real-time queue performance, agent status, and service levels across lines of business

Identify and act on volume fluctuations, staffing gaps, and SLA risks in a timely manner

Perform intraday staffing adjustments including breaks, shifts, overtime (OT), and VTO

Reallocate resources and manage skill assignments based on business requirements

Track and analyze key performance metrics such as Service Level, AHT, Occupancy, and Adherence

Publish intraday reports and share real-time updates with stakeholders

Act as first point of escalation for operational issues and recommend mitigation actions

Ensure adherence to schedules and highlight any non-compliance or productivity gaps

Minimum 3 years of overall WFM experience

At least 2 year of experience as a Real Time Analyst (RTA)

Graduate in any discipline (B.Com preferred)