WFM RTA - WalkIn Drive - 25th Oct' 25 (12 PM to 4 PM IST)

Job Title : Workforce Management (WFM) Real-Time AnalystLocation : Noida Sec 135, WFO, Night Shifts, 5 days workingExperience Required : 1–3 years in WFM / Real-Time Monitoring (BPO or Contact Center environment)Shift : Rotational / 24x7 (as per business needs)About the Role : The Real-Time Analyst (RTA) is responsible for monitoring and managing intraday performance, ensuring optimal staffing levels, adherence, and service level achievement across queues. The role demands strong analytical skills, quick decision-making, and effective communication to balance service levels and agent productivity.Required Skills and Qualifications : - 1–3 years of experience as an RTA or similar role in a BPO or contact center.- Strong knowledge of real-time monitoring tools (e.g., NICE IEX, Verint, Aspect, Genesys).- Proficiency in MS Excel and reporting (pivot tables, lookups, charts).- Excellent communication skills and ability to work under pressure.- Strong understanding of call center metrics — SLA, AHT, shrinkage, occupancy, adherence, etc.- Flexible with rotational shifts, including weekends and night shifts if required.- Graduation is mandateWalkIn Drive location Details : Noida Sec 135, Tower 6, UG Floor, TELUS Digital - Contact Person (Rihan from TA)