Walk-in || WFM - Real Time Analyst/ Traffic Analyst

WFM - RTA/Traffic Analyst

Role & responsibilities (RTA)

• Monitor real-time agent productivity, attendance, schedule adherence, and queue performance.
• Manage intraday staffing through schedule exceptions, shrinkage management, and workforce adjustments.
• Collaborate with Operations and WFM leadership on staffing and scheduling changes.
• Prepare and distribute real-time performance reports and insights.
• Identify and escalate service level risks, outages, and volume fluctuations.
• Support workforce optimization initiatives and other assigned duties.

Role & responsibilities (Traffic Analyst)

• Monitor real-time productivity, schedule adherence, and queue performance; provide actionable insights to operations leaders.
• Maintain intraday supply versus demand accuracy by processing schedule exceptions and shrinkage requests using WFM tools.
• Update forecasts and recommend overtime, extra hours, voluntary time off, or schedule adjustments.
• Partner with WFM, Real-Time Analysts, and Operations teams to optimize staffing and service levels.
• Distribute real-time performance reports and communicate trends, risks, and actions.
• Analyze historical performance data and recommend workforce planning improvements.
• Lead prior-day performance reviews and establish action plans for upcoming intervals.
• Coordinate incident communications during outages, system issues, or unexpected volume fluctuations.
• Perform additional workforce management duties as assign

Preferred candidate profile

• Minimum 1 Year of Experience
• Should be comfortable with rotational shifts and rotational offs
• Excellent communication skills
• must have all the relevant documents - employement and education

Other Details

• 5 Days working
• Rotational Shifts
• Rotational Offs
• Location - Bangalore, Whitefield
• Both Side cab Facility
• Work from office
• Walk in interview

Interested candidates can share their Cv's on whatsapp

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