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 :

Perks & Benefits