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