Workforce Management - Real Time Analyst (RTA)

Real-Time Monitoring & Management Monitor queues, volumes, SLAs, AHT, agent states, and other real-time metrics. Take timely actions to address spikes, backlogs, or staffing gaps. Execute intraday adjustments such as OT/VTO, break shifts, and skill changes. Communicate real-time performance updates to operations leaders. Intraday Management Compare actual performance with forecast and staffing plans. Recommend actions to improve service levels and occupancy. Coordinate with supervisors to resolve adherence and shrinkage issues. Update schedules and intraday plans based on operational requirements. Reporting & Documentation Provide insights to improve forecasting accuracy and resource planning. Work closely with WFM Schedulers, Forecasters, and Reporting Analysts. Verint, NICE, Genesys, IEX, Calabrio, Aspect, ServiceNow, MS Teams, Excel, Power BI. 1-3 years of RTA/WFM experience in a BPO or contact-center environment. Strong understanding of SL, AHT, ASA, Occupancy, Shrinkage, Adherence. Proficiency with Excel (PivotTables, formulas). Ability to work under pressure with quick decision-making abilities. Understanding of forecasting and scheduling concepts. Familiarity with global delivery models. Analytical thinking Attention to detail High sense of urgency Stakeholder management Time management