Walk-in || RTA Analyst

Job Summary

We are looking for a Real-Time Analyst (RTA) to monitor and manage real-time contact center operations. The RTA will be responsible for tracking agent performance and staffing levels, managing schedule adherence, identifying operational gaps, and taking appropriate actions to maintain service levels and productivity.

Key Responsibilities

• Monitor real-time queue performance, service levels, AHT, occupancy, and staffing.
• Track agent schedule adherence and attendance throughout the shift.
• Monitor inbound/outbound volumes and identify deviations from forecast.
• Make real-time staffing adjustments based on business requirements.
• Coordinate with Operations, WFM, and Team Leaders to manage shrinkage and staffing gaps.
• Manage agent breaks, lunches, meetings, coaching, and other offline activities.
• Escalate service-level risks and operational issues to the appropriate stakeholders.
• Prepare and share real-time and end-of-day performance reports.
• Analyze intraday trends and recommend corrective actions.
• Ensure accurate updating of WFM tools and attendance systems.
• Support WFM with forecasting, capacity planning, and reporting when required.

Required Skills

• Good understanding of BPO/WFM concepts.
• Strong knowledge of Excel and data analysis.
• Good analytical and problem-solving skills.
• Ability to work under pressure and make quick decisions.
• Strong communication and coordination skills.

Educational Qualification

• Graduate in any discipline preferred.
• Previous experience in a BPO/WFM environment is an advantage.

Directly reach out on [email removed] or [phone removed]