WFM - Real Time Analyst/Frontline Analyst

11 hours ago

Bengaluru, India Gainwell Technologies Full time

Summary As a Real Time Analyst at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Here are the details on this position. Your role in our mission A WFM RTA(Workforce Management Real-Time Analyst) is responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met. This is achieved primarily by adjustments to schedules and agent assignments as needed throughout the day based on live data; their key responsibilities include analyzing queues for adherence opportunities and taking corrective actions to optimize operational efficiency via Teams chats with functional areas. What we're looking for Strong analytical skills to interpret data and make informed decisions quickly Excellent communication skills to collaborate with operations teams and escalate issues effectively Ability to work under pressure and make rapid adjustments in a fast-paced environment Proficiency in workforce management software and tools Understanding of contact center operations and key performance metric Role & Responsibilities • Real-time monitoring: Continuously monitor call volumes, agent status (logged in, available, on calls, on breaks), and queue lengths to identify potential issues.• Staffing adjustments: Proactively adjust agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations.• Break management: Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels.• Adherence monitoring: Track agent adherence to their scheduled work times and identify deviations requiring intervention.• Performance reporting: Generate real-time reports on key metrics like call volume, average handle time, and service level attainment.• Collaboration with operations team: Work closely with operations managers to identify and address operational challenges, providing insights to improve scheduling strategies.• Identifying trends: Analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues.• Escalation management: Escalate critical issues to relevant stakeholders when necessary, such as unexpected high call volumes or staffing shortages.• System management: Utilize workforce management software to monitor real-time data, adjust schedules, and generate reports. What you should expect in this role   Work Mode : Remote Shift Timing : 4:30 PM - 4:30 AM (IST - 9 hrs Shift)

  • Real Time Analyst

    1 week ago

    Bengaluru, Karnataka, India Dynpro Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Real Time Analyst (RTA)Location: Bangalore (WFO)Shift: Rotational (24/7)NP: 0 to 15 DaysJob Title:Real-Time Analyst (RTA)Department: Workforce Management (WFM)Employment Type: Full-timeRole Summary:The Real-Time Analyst (RTA) plays a critical role in ensuring operational efficiency and service delivery performance by actively monitoring, analyzing, and...

  • Workforce Management Real Time Analyst

    7 days ago

    Bengaluru, Karnataka, India Conduent Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    DescriptionAbout the RoleWe're seeking a proactive and detail-oriented Real-Time Analyst (RTA) to join our dynamic Workforce Management team in Bangalore. If you thrive in fast-paced environments and have a knack for optimizing performance in real time, we'd love to hear from you.Key Responsibilities:Monitor queues and agent adherence in real time to ensure...

  • Workforce Management Real Time Analyst

    11 hours ago

    Bengaluru, India Conduent Business Services Full time

    Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is...

  • Trainee, Wfm Real Time

    6 days ago

    Bengaluru, India Hudson's Bay Company Full time

    **WFM Real Time Analyst** **What This Position Is All About**: **Role Summary**: This full-time role will be at the center of supporting Saks and our number one priority of ensuring our clients receive an excellent customer experience during every interaction they have with us. The team member in this position will need to be analytical and organized in...

  • Real Time Analyst

    1 week ago

    Hyderabad, Bengaluru, Chennai, India Hiresquad Full time

    Job Description Hiresquad Resources is urgently seeking a Real Time Analyst (RTA) for an International BPO. If you have a minimum of 12 months of mandatory experience as an RTA in an International BPO, possess strong communication skills, and are proficient with WFM tools, we encourage you to apply for this dynamic role! Key Responsibilities - Monitor...

  • Senior Analyst, WFM

    1 week ago

    Bengaluru, Karnataka, India Saks Global Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job DescriptionWho We Are:Saks Global is the largest multi-brand luxury retailer in the world, comprising Saks Fifth Avenue, Neiman Marcus, Bergdorf Goodman, Saks OFF 5TH, Last Call and Horchow. Its retail portfolio includes 70 full-line luxury locations, additional off-price locations and five distinct e-commerce experiences. With talented colleagues...

  • Workforce Management Real Time Analyst

    2 weeks ago

    Bengaluru, India Conduent Full time

    Job Description Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where...

  • Senior Analyst Global WFM

    2 weeks ago

    Bengaluru, Karnataka, India HGS Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job Title: Real-Time Analyst (RTA)Department:Workforce Management (WFM)Employment Type:Full-timeRole SummaryThe Real-Time Analyst (RTA) plays a critical role in ensuring operational efficiency and service delivery performance by actively monitoring, analyzing, and managing real-time activities across multiple queues. This role serves as the first line of...

  • Contact Point 360

    1 week ago

    Bengaluru, India ContactPoint 360 Full time

    Position : Lead Real-Time Analyst (RTA). Department : Workforce Management. Hierarchy : Mid-level Command. Direct Supervisor : Workforce Coordinator.- The Real-Time Analyst (RTA) is responsible for monitoring call center agents' performance and ensuring optimal staffing levels to meet service level agreements (SLAs) in real time.- The RTA will provide...

  • WFM Analyst

    2 weeks ago

    Bengaluru, India Club Concierge Full time

    Job Description WFM Analyst (Workforce Management) Reports to: Head of Operations Location: Bangalore, India Type: Full-time, 24/7 global operation support Overview The Workforce Management (WFM) Analyst ensures Concierge delivers on its promise of precision and responsiveness by managing staffing, forecasting, and real-time performance across multiple time...