Workforce Management Analyst

Walk In Details

Walk In Date - 8th Novmber 2025 (Sat)

Walk In Time- 12 : 00 PM - 5 : 00 PM

Walk In Venue- TELUS DIGITAL, Tower-6, UG Floor, Candor Techspace, Sector 135, Noida, Uttar Pradesh, 201304

Job Summary :

We are looking for a Workforce Management Real-Time Analyst (RTA) to monitor and manage real-time operations across multiple queues and ensure optimal staffing levels. The ideal candidate must have hands-on experience in Google Sheets for reporting, data analysis, and performance tracking.

Key Responsibilities :

Monitor real-time call volume , agent adherence , and service levels across multiple queues.

Perform intra-day schedule management including break, lunch, and meeting adjustments to maintain SLA targets.

Communicate real-time performance updates and deviations to Operations and WFM teams .

Prepare daily, weekly, and monthly reports using Google Sheets with advanced formulas and dashboards.

Track and analyze AHT, shrinkage, occupancy, and absenteeism metrics.

Provide actionable insights to optimize staffing and improve productivity.

Coordinate with team leaders and operations to ensure adequate coverage during peak and off-peak hours.

Identify and escalate potential risks or anomalies impacting service levels.

Required Skills & Qualifications :

Bachelor’s Degree (Graduation is mandatory).

1–4 years of experience in WFM (Real-Time / Intraday Management) in a BPO or Contact Center environment.

Strong proficiency in Google Sheets (VLOOKUP, Pivot Tables, Conditional Formatting, Charts, Formulas, etc.).

Knowledge of WFM tools (e.g., IEX, Aspect, NICE, Verint, Genesys, etc.) preferred.

Excellent analytical, communication, and coordination skills.

Ability to work in a fast-paced, dynamic environment and manage multiple tasks simultaneously.

Comfortable working in night shifts.

Perks & Benefits

Salary Range- Upto 5.90 LPA

Annual Bonus

Cab facility (Pick up & Drop)

Medical Insurance

Life Insurance