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).

Skills Required