Workforce Management - Real Time Analyst RTA

"Real-Time Analyst (RTA) – Workforce Management (WFM), BPO

Position Overview

The Real-Time Analyst (RTA) at NTT DATA plays a key role in ensuring smooth delivery operations by monitoring real-time contact center performance, managing staffing, and optimizing service levels across client accounts. This role requires strong analytical skills, quick decision-making, and effective coordination with operations and WFM teams.

Key Responsibilities

Real-Time Monitoring & Management

• Monitor queues, volumes, SLAs, AHT, agent states, and other real-time metrics.
• Take timely actions to address spikes, backlogs, or staffing gaps.
• Execute intraday adjustments such as OT/VTO, break shifts, and skill changes.
• Communicate real-time performance updates to operations leaders.
  
  

Intraday Management

• Compare actual performance with forecast and staffing plans.
• Recommend actions to improve service levels and occupancy.
• Coordinate with supervisors to resolve adherence and shrinkage issues.
• Update schedules and intraday plans based on operational requirements.
  
  

Reporting & Documentation

• Publish hourly, intraday, and end-of-day reports.
• Maintain logs for system outages, staffing changes, and actions taken.
• Provide insights to improve forecasting accuracy and resource planning.
  
  

Communication & Collaboration

• Work closely with WFM Schedulers, Forecasters, and Reporting Analysts.
• Partner with operations, QA, and leadership teams to understand performance drivers.
• Notify stakeholders of technical issues or external factors affecting delivery.
  
  

Tools & Systems Experience

• Verint, NICE, Genesys, IEX, Calabrio, Aspect, ServiceNow, MS Teams, Excel, Power BI.
  
  

Required Qualifications

• 1–3 years of RTA/WFM experience in a BPO or contact-center environment.
• Strong understanding of SL, AHT, ASA, Occupancy, Shrinkage, Adherence.
• Proficiency with Excel (PivotTables, formulas).
• Strong communication and coordination skills.
• Ability to work under pressure with quick decision-making abilities.
  
  

Preferred Qualifications

• Multi-skill or multi-channel environment experience.
• Understanding of forecasting and scheduling concepts.
• Experience with dashboards (Power BI/Tableau).
• Familiarity with global delivery models.
  
  

Key Competencies

• Analytical thinking
• Attention to detail
• High sense of urgency
• Stakeholder management
• Time management
  
  

Summary

The Real-Time Analyst ensures service levels and operational stability by actively monitoring and adjusting workforce distribution in real time. This role is essential in enabling smooth delivery and meeting client expectations.

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