Real Time Analyst (RTA)

Position: Real Time Analyst (RTA)

Location: 7th floor, Ganga Trueno – Aptino technologies, Viman Nagar, Pune, MH (India)

Start Date: ASAP (30-60 days notice period is max...ideally sooner)

Shift Time: 6:30 PM IST – 8:30 AM IST - (2 rotational shifts) and (Rotational Week off)

Experience required: 2+ yrs

Multiple Positions

Key Responsibilities

● Monitor intraday performance across channels, sites, and queues to ensure alignment with forecast, capacity plans, and schedules

● Continuously evaluate real-time drivers (volume, AHT, staffing levels, attendance, queue conditions) and identify risks to service levels

● Execute intraday reforecasting (interval and daily) by incorporating actual performance trends and updating staffing requirements accordingly

● Bridge planning to execution by understanding how forecast changes and scheduling decisions impact real-time performance

● Implement and manage a proactive intraday management approach, including roling forecasts, pacing analysis, and forward-looking adjustments

● Monitor and respond to global triggers (e.g., SLA imbalance, extended wait times (ASA), backlog thresholds, attendance gaps) and initiate appropriate actions

● Activate and manage staffing levers such as overtime (OT), voluntary time off (VTO), cross-channel movements, queue prioritization, and schedule adjustments

● Manage and maintain attendance tracking, ensuring accurate and timely updates of absences, lateness, and staffing gaps

● Analyse overstaffing and understaffing conditions and recommend actions to balance occupancy and SLA performance

● Coordinate with operations and planning teams to ensure timely execution of intraday decisions and escalations

● Manage OT and VTO waitlists, ensuring proper setup, tracking, and adherence to policies

● Track and report OT fulfilment vs. requirements, identifying gaps and recommending adjustments

● Support peak event and high-volume period management, including execution of predefined intraday strategies

Qualifications

● 3–5+ years of experience in workforce management, with strong exposure to real-time/intraday management

● Proven ability to link forecasting, planning, scheduling, and real-time execution

● Strong understanding of contact center metrics (service level, ASA, AHT, occupancy, shrinkage)

● Experience performing intraday reforecasting and real-time workload analysis

● Demonstrated ability to analyse multiple data inputs and make fast, data-driven decisions

● Experience managing staffing levers (OT, VTO, cross-skilling, schedule adjustments)

● Strong understanding of queue dynamics, backlog management, and performance thresholds

● Advanced proficiency in Excel or Google Sheets; experience with WFM tools required

● Strong attention to detail and ability to manage multiple priorities in a fast-paced environment

● Effective communication skills and ability to coordinate across operations and planning teams