Workforce Management Analyst

Title: RTA Supervisor/Lead

Shift times: 6:30 pm - 8:30 am IST (2 rotational shifts) & 2 rotational week off

Location: Udyog Vihar, Sector 19, Gurugram, Haryana OR Viman Nagar, Pune, MH

Onsite: Work from office

Start Date: ASAP - 30 to 60 days

Years of experience: 7+ years exp (RTA & 4+ yrs lead experience)

Position Overview

The Real Time Analyst (RTA) Lead / Supervisor is a hands-on individual contributor responsible for managing intraday performance by linking forecasts, capacity plans, and schedules to real-time execution. This role ensures that staffing aligns with demand throughout the day by proactively monitoring performance, identifying risks, and executing timely interventions.

You will play a critical role in bridging planning and operations by analysing real-time drivers, activating appropriate staffing levers, and driving a proactive intraday management approach. Success in this role requires strong analytical skills, operational awareness, and the ability to make fast, data-driven decisions that protect service levels and optimize efficiency.

Key Responsibilities

• Lead the RTA team by managing workload allocation, performance, and daily intraday activities.
• Own critical intraday escalations and coordinate with Operations, WFM, and leadership teams.
• Coach RTAs on intraday processes, staffing actions, escalation handling, and reporting accuracy.
• Monitor intraday performance across channels, sites, and queues to ensure alignment with forecast, capacity plans, and schedules.
• Continuously evaluate real-time drivers such as volume, AHT, staffing levels, attendance, and queue conditions to identify service-level risks.
• Execute intraday reforecasting 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 a proactive intraday management approach, including rolling forecasts, pacing analysis, and forward-looking adjustments.
• Monitor and respond to global triggers such as SLA imbalance, extended wait times, backlog thresholds, and attendance gaps.
• Activate and manage staffing levers such as OT, VTO, cross-channel movements, queue prioritization, and schedule adjustments.
• Manage attendance tracking and ensure 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 versus requirements and recommend adjustments.
• Support peak events and high-volume periods by executing predefined intraday strategies.

Qualifications / Experience

• 7+ years of experience in Workforce Management, with strong exposure to Real-Time/Intraday Management.
• 4+ years of experience in an RTA Lead, RTA Supervisor, Senior RTA, or similar leadership role preferred.
• Proven ability to link forecasting, planning, scheduling, and real-time execution.
• Strong understanding of contact center metrics including service level, ASA, AHT, occupancy, and 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 such as OT, VTO, cross-skilling, and schedule adjustments.
• Strong understanding of queue dynamics, backlog management, and performance thresholds.
• Experience handling escalations and coordinating with Operations and WFM Planning teams.
• Experience leading, coaching, or mentoring RTA/WFM team members.
• 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 with the ability to coordinate across Operations, WFM, and leadership teams.

Preferred Profile

• Experience managing RTA team supporting multiple queues, channels, sites, or LOBs.
• Hands-on experience with WFM tools such as NICE IEX, eWFM, Genesys, Avaya CMS, or similar platforms.
• Strong analytical and problem-solving skills with the ability to make quick decisions during critical intraday situations.
• Ability to work in a fast-paced environment and support 24x7 / rotational operations, if required.