Workforce Management Real Time Analyst
Conduent · Bengaluru · onsite · Posted 41d ago
Undisclosed5–10 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Workforce Management Real Time Analyst (RTA) Job Summary
The Workforce Management (WFM) Real Time Analyst is responsible for monitoring real-time contact center performance, workforce adherence, and staffing levels to maximize operational efficiency and service delivery. The role supports intraday workforce management by analyzing performance trends, identifying staffing gaps, and partnering with Operations to achieve service level objectives and key business metrics.
Key Responsibilities - 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.
- Minimum Graduation required.
- Contact center experience preferred.
- Strong Business English communication skills.
- Willingness to work flexible schedules in a 24x7 environment.
- NICE IEX, Verint, Genesys, CMS or similar WFM tools.
- Microsoft Excel or Google Sheets proficiency.
- Basic Windows/macOS computer skills.
- Analytical thinking and problem solving
- Communication and stakeholder management
- Time management and prioritization
- Attention to detail
Sourced from naukri
Skills
CMSverintservice deliverycontact centerWorkforce ManagementGoogle SheetsBusiness EnglishCommunication Skillstime managementStakeholder Managementoperations
About Conduent
Conduent
BPO
11.0k+
employees
2017
9 years old
Bengaluru/Bangalore, Karnataka
India
About
Conduent specializes in delivering digital business solutions across various sectors, leveraging advanced technologies to improve public and private service delivery.
Industries
BPOAnalytics & KPO
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3,296 reviews
3.4/ 5
Culture
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Work-life
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