Job Title: Real Time Analyst (Individual Contributor)
Location: Pune (Viman Nagar)
Work Mode: Work from Office
Shift: Night Shift
About the Role
We are looking for a highly analytical and proactive Real Time Analyst (RTA) to manage intraday performance and ensure optimal alignment between forecasts, capacity plans, and real-time operations. This is a hands-on individual contributor role focused on driving service level attainment through timely, data-driven decisions and effective workforce adjustments.
Key Responsibilities
- Monitor real-time performance across channels, queues, and sites against forecast and plan
- Analyze key drivers such as volume, AHT, staffing, and attendance to identify SLA risks
- Perform intraday reforecasting and adjust staffing requirements accordingly
- Execute staffing levers including OT, VTO, schedule adjustments, and queue prioritization
- Track attendance, staffing gaps, and maintain accurate real-time data
- Respond to performance triggers (ASA, backlog, queue depth) with appropriate actions
- Collaborate with operations and planning teams for seamless execution of intraday decisions
- Manage OT/VTO processes including tracking and fulfillment
- Generate and share intraday and end-of-day performance reports
Key Skills & Requirements
- 3–5+ years of experience in Workforce Management with strong intraday exposure
- Strong understanding of contact center metrics (SLA, ASA, AHT, occupancy, shrinkage)
- Proven experience in real-time monitoring and intraday reforecasting
- Ability to make quick, data-driven decisions in a fast-paced environment
- Hands-on experience with staffing levers (OT, VTO, scheduling adjustments)
- Advanced Excel/Google Sheets skills and experience with WFM tools
- Strong communication and stakeholder management skills
Key Performance Indicators (KPIs)
- Service Level Attainment
- Intraday Forecast Accuracy
- Response Time to SLA Risks
- Staffing Gap Optimization
- Occupancy Management
- Reporting Accuracy & Timeliness
