Job Description
Inviting applications for the role of Senior Associate - Real Time Analyst WFM!
RealTime Analyst (RTA) is responsible for monitoring, managing, and optimizing realtime performance for the assigned contact center or backoffice process. The role ensuresService Level (SL) delivery, adherence compliance, and efficient workforce allocation by closely monitoring queues, agent performance, and intraday staffing behavior. The RTA works as a key operational partner to maintain delivery health across all intervals of the day.
Responsibilities
RealTime Monitoring & Service Level Management
Manage and monitor incoming volume, queues, AHT, and intraday performance to ensure SL attainment for the assigned process.
Track realtime occupancy, staffing levels, shrinkage, and interval trends.
Take corrective actions such as skill changes, reallocations, overtime/UT recommendations to maintain performance.
Workforce & Schedule Adherence Management
Monitor agent schedule adherence, login/logout behaviour, and break compliance in real time.
Coordinate with Operations for quick resolution of adherence deviations.
Ensure workforce planning, schedule execution, and staffing targets are met.
Operational Support & Stakeholder Collaboration
Work closely with Operations leaders to identify performance gaps and improvement recommendations.
Participate in daily/weekly governance meetings with Ops and client teams.
Communicate realtime updates, alerts, and action items to stakeholders proactively.
Reporting & Analysis
Prepare and publishhourly, daily, weekly, and monthly MISfor SL, AHT, attendance, shrinkage, and staffing.
Provide historical data analysis to support planning and optimization.
Deliver adhoc reports and performance insights for Ops and clients.
Assist leadership with realtimedeepdive analysis on KPIs and operational trends.
Client Communication & Insights
Provide datadriven insights, variance explanations, and commentary to customers and clients as required.
Collaborate with both internal and external stakeholders to ensure transparency of performance and improvement initiatives.
Qualifications we seek in you!
Minimum Qualifications
Any Graduate
Preferred Qualifications/ Skills
Skills & Technical Competencies
Technical Skills
Strong knowledge of Google Sheets and MS Excel (formulas, pivot tables, basic macros preferred).
Understanding of WFM metrics:SL, AHT, Shrinkage, Line Adherence, Staffing Attainment.
Experience working with ACD and WFM tools such asIEX, NICE, Verint, CMS, Avaya, AWS, Amazon Connect, etc.
Ability to create structured and visual reports in spreadsheets and Excel.
Good analytical and problemsolving ability.
Attributes & Behavioural Competencies
Ability to take initiative and proactively manage realtime scenarios.
Flexible team player with a positive 'cando' attitude.
Comfortable working inrotational shifts and rotational weekly offs.
Strong verbal and written communication skills.
High attention to detail and accuracy.
Experience
Relevant years of experience inRealTime Monitoring (RTA), WFM, Contact Centre MIS, or similar operations support roles.
Exposure to multichannel environments (voice, email, chat) is preferred.
Key Success Factors
Consistent delivery of SLs and interval performance.
Ability to handle pressure in realtime environments.
Effective communication with Ops, WFM, and client stakeholders.
High accuracy in reporting and intraday management.