Workforce Management (WFM) - Real Time Analyst (RTA)

Location

Responsibilities

• Monitor and analyze real-time data to optimize workforce management and improve operational efficiency.
• Develop and implement intraday management strategies to meet business objectives.
• Manage queues and optimize resource allocation to minimize wait times and improve customer satisfaction.
• Analyze and report on key performance indicators (KPIs) to inform business decisions.
• Collaborate with cross-functional teams to implement process improvements and resolve operational issues.
• Stay up-to-date with industry trends and best practices in workforce management and real-time analysis.

Requirements

• 3-5 years of experience in WFM RTA, Real Time Analyst, Workforce Management, RTA Analyst, Call Center RTA, Contact Centre WFM, Real Time Monitoring, Intraday Management, Queue Management, and International Voice Process.
• Strong analytical and problem-solving skills with ability to interpret complex data.
• Excellent communication and interpersonal skills with ability to collaborate with cross-functional teams.
• Proficiency in WFM software and tools, such as Verint, Aspect, or similar systems.
• Ability to work in a fast-paced environment with multiple priorities and deadlines.

Benefits

• Medical insurance for self and family members
• Group term life insurance
• Accident insurance
• Leave encashment
• Retirement benefits (PF)