Senior Executive - Real Time Analyst RTA

We are inviting applications from internal candidates for the position of Real Time Analyst (RTA). This role is critical in ensuring smooth day-to-day operations by monitoring real-time performance, managing staffing efficiently, and driving service level adherence.

Responsibilities

Key Responsibilities

Monitor real-time queue performance, agent status, and service levels across lines of business
Identify and act on volume fluctuations, staffing gaps, and SLA risks in a timely manner
Perform intraday staffing adjustments including breaks, shifts, overtime (OT), and VTO
Reallocate resources and manage skill assignments based on business requirements
Track and analyze key performance metrics such as Service Level, AHT, Occupancy, and Adherence
Publish intraday reports and share real-time updates with stakeholders
Act as first point of escalation for operational issues and recommend mitigation actions
Ensure adherence to schedules and highlight any non-compliance or productivity gaps

Qualifications

Minimum 3 years of overall WFM experience
At least 2 year of experience as a Real Time Analyst (RTA)
Graduate in any discipline (B.Com preferred)