Workforce Management Real-Time Analyst

Job Title : Workforce Management (WFM) Real-Time Analyst

Location : Noida Sec 135, WFO, Night Shifts, 5 days working

Experience 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 mandate

WalkIn Drive location Details :

Noida Sec 135, Tower 6, UG Floor, TELUS Digital - Contact Person (Rihan from TA)