Real Time Analyst

2 weeks ago

Navi Mumbai, India Wipro Full time

About the Role

We are looking for a detail-oriented and analytical professional with strong knowledge of Real Time Analysis (RTA) along with Workforce Management (WFM). The candidate will be responsible for monitoring, analyzing, and managing real-time activities to ensure optimum utilization of resources and achievement of business SLAs.

Key Responsibilities

  • Real-time monitoring of call queues, agent performance, and overall service levels.
  • Ensure adherence to schedules and take corrective actions in case of deviations.
  • Collaborate with WFM team for forecasting, scheduling, and capacity planning.
  • Track and report intraday performance metrics (AHT, shrinkage, occupancy, etc.).
  • Provide insights and recommendations to improve operational efficiency.
  • Maintain regular communication with operations and leadership teams regarding staffing requirements and real-time adjustments.
  • Prepare and share reports/dashboards on RTA and WFM performance.

Desired Skills & Qualifications

  • Graduate in any discipline (preferably with a background in analytics/operations).
  • Hands-on experience in Real Time Analysis (RTA) and Workforce Management (WFM).
  • Proficiency in WFM tools and reporting dashboards (e.g., IEX, NICE, Verint, Aspect, or similar).
  • Strong analytical and problem-solving skills.
  • Excellent communication and coordination abilities.
  • Ability to work in a fast-paced, dynamic environment.

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