Immediate Opening For Real Time Analyst-Pune

• Monitor SLA, ASA, Abandonment, Occupancy, AHT, Queue Time and Service Levels.
• Compare forecast vs actual volume trends.
• Identify staffing shortages and surpluses.
• Execute intraday recovery plans.

• Monitor agent schedule adherence.
• Track late login, extended breaks and offline exceptions.
• Escalate adherence breaches to Operations.
• Maintain adherence governance reporting.

Skills Required

• Strong understanding of SLA, ASA, Occupancy and AHT.
• Advanced Excel.
• Real-time management tools.
• Decision making under pressure.
• Stakeholder communication.

Experience

• 2-5 years of WFM experience.
• Voice Contact Center experience preferred.

Interested Please Contact Krishna-[phone removed]