Workforce Management Analyst

3 weeks ago


Mumbai Maharashtra India, Maharashtra Teleperformance Global Services Full time

Job Title: WFM RTA

Grade : II

Location: Mumbai Malad / Work from Office

Department: WFM

Salary: Market standards, based on current CTC

Reports To: WFM Team Leader

Job Summary: The Workforce Management (WFM) Real-Time Analyst (RTA) is responsible for monitoring and managing real-time workforce metrics to ensure optimal staffing levels and adherence to operational targets. This role involves making immediate adjustments to schedules, addressing workforce issues as they arise, and providing timely insights to support operational efficiency and service quality.

Key Responsibilities:

1. Real-Time Monitoring:

Continuously monitor real-time data and workforce metrics, including call volumes, service levels, and agent availability.

Track and report on adherence, occupancy, and other performance indicators throughout the day.

Expertise in CMS Avaya, Verint/IEX WFM Tool

2. Schedule Adjustments:

Make real-time adjustments to staffing schedules based on current demand, including shift changes, break adjustments, and emergency coverage.

Communicate schedule changes and adjustments to relevant team members and departments.

3. Issue Resolution:

Quickly address and resolve any issues related to staffing, scheduling, or adherence that arise during operational hours.

Coordinate with supervisors and managers to address any staffing gaps or performance concerns.

4. Data Analysis and Reporting:

Analyze real-time data to identify trends or potential issues impacting service levels and operational performance.

Provide real-time and end-of-day reports on performance metrics, including adherence, service levels, and any anomalies.

5. Collaboration and Communication:

Work closely with WFM Planners, schedulers, and operational teams to ensure alignment and coordination.

Communicate effectively with agents and supervisors regarding schedule changes, adherence issues, and performance expectations.

6. Process Improvement:

Identify opportunities for process improvements in real-time monitoring and response.

Suggest and implement strategies to enhance real-time management practices and overall operational efficiency.



  • Thane, Maharashtra, India, Maharashtra TP Full time

    Job Title: WFM RTAGrade : II Location: Thane/Mumbai / Work from OfficeDepartment: WFMSalary: Market standards, based on current CTCReports To: WFM Team LeaderJob Summary: The Workforce Management (WFM) Real-Time Analyst (RTA) is responsible for monitoring and managing real-time workforce metrics to ensure optimal staffing levels and adherence to operational...


  • Mumbai, Maharashtra, India Teleperformance Global Services Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    Job Title: WFM RTAGrade : IILocation: Mumbai Malad / Work from OfficeDepartment: WFMSalary: Market standards, based on current CTCReports To: WFM Team LeaderJob Summary: The Workforce Management (WFM) Real-Time Analyst (RTA) is responsible for monitoring and managing real-time workforce metrics to ensure optimal staffing levels and adherence to operational...

  • Workforce Analyst I

    2 weeks ago


    Mumbai, Maharashtra, India JPMorgan Chase Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Are you interested in project management and acting as a project lead? Our team is a highly-collaborative inclusive environment where we value relationship-building, strategic thinking and solution-oriented members. As a Workforce Analyst on our Change the Bank team within Workforce Planning, you will have the opportunity to lead processes and projects....


  • Mumbai, Maharashtra, India Global Industrial Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Global Industrial For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We...


  • Mumbai, Maharashtra, India Global Industrial Company Full time ₹ 2,50,000 - ₹ 7,50,000 per year

    Global IndustrialFor over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America.We carry over one million industrial, material handling and business products that are sold through our website, corporate sales people and full color catalogs. We are...

  • Workforce Analyst I

    1 week ago


    Mumbai, Maharashtra, India JPMorganChase Full time

    JOB DESCRIPTIONAre you interested in project management and acting as a project lead? Our team is a highly-collaborative inclusive environment where we value relationship-building, strategic thinking and solution-oriented members.As a Workforce Analyst on our Change the Bank team within Workforce Planning, you will have the opportunity to lead processes and...


  • Mumbai, Maharashtra, India Selections Hr Services Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    Hiring for our client: WFM Analyst to handle RTA, forecasting, capacity planning, attrition, scheduling, reporting & headcount tracking. Requires 2+ yrs WFM experience, Excel skills, and strong analytical, problem-solving & communication abilities.


  • Mumbai, Maharashtra, India, Maharashtra QualityKiosk Technologies Pvt. Ltd. Full time

    QualityKiosk Technologies is one of the world's largest independent Quality Engineering (QE) providers and digital transformation enablers, helping companies build and manage applications for optimal performance and user experience. Founded in 2000, the company specializes in providing quality engineering, QA automation, performance assurance, intelligent...

  • Analyst

    3 weeks ago


    Mumbai, Maharashtra, India, Maharashtra Cerberus Capital Management Full time

    Compliance Analyst – Focus on Code of Ethics & Firm trading monitoring and surveillance Job Location is Mumbai, Goregaon East Key Responsibilities Code of Ethics monitoringOnboard/offboard employees to/from our StarCompliance/Financial Tracking System platformAssist with preclearance and monitoring tasks related to the Firm’s personal trading...


  • Mumbai, Maharashtra, India, Maharashtra Headway Development Management LLP Full time

    Company Description We suggest you enter details here. Role Description This is a full-time on-site role for a Project Finance Analyst located in Mumbai. The Project Finance Analyst will be responsible for analyzing financial data and creating financial models to support project funding decisions. The role involves working closely with the finance team to...