Walkin Drive || Workforce Management (WFM) || BLR Hiring

Job Description (JD) Overview

• Role Title: Real-Time Analyst (RTA) Workforce Management (WFM)
• Department: Workforce Management (WFM)
• Shift: Generally rotational or night shifts to match international client time zones (US/UK/EU).

Key Responsibilities

• Live Monitoring: Track real-time queue volumes, call flows, handle times (AHT), and service level agreements (SLAs).
• Adherence Tracking: Monitor agent login statuses, breaks, lunches, and overall schedule adherence live on the floor.
• Intraday Adjustments: Reallocate staff dynamically between voice, chat, or back-office tasks based on sudden spikes or drops in volume.
• Incident Management: Coordinate quickly with IT, telecom, or facilities teams if systems, dialers, or internet lines go down.
• Reporting: Generate intraday performance reports, shift logs, and exception logs for operations and management teams.

Requirements & Skills:

• Experience: 1 to 3 years of total experience, including background as a voice/non-voice agent or previous exposure to WFM/RTA roles in an international BPO.
• Technical Skills: Strong command of MS Excel (VLOOKUP, pivot tables, formulas) and familiarity w
• ith ACD/dialer tools (like Avaya, Genesys, or NICE inContact).
• Communication: Excellent verbal and written English communication skills to coordinate with global stakeholders and team leads.
• Soft Skills: High attention to detail, rapid decision-making abilities under pressure, and strong problem-solving skills.

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