Workforce Management Real Time Analyst

1 day 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 individuality is noticed and valued every day. About The Role We'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 operational efficiency - Manage intraday staffing levels and shrinkage to meet service level goals - Track and report real-time performance metrics, SLAs, and adherence trends - Collaborate with Operations and WFM teams to implement schedule adjustments and updates Requirements: - 13 years of experience as an RTA, WFM Executive, or Real-Time Analyst - Strong understanding of call center KPIs (AHT, SLA, adherence, occupancy) - Hands-on experience with WFM tools such as IEX, Avaya, Genesys, or similar platforms - Excellent analytical and communication skills - Willingness to work night shifts Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to [Confidential Information]. You may also click here to access Conduent's ADAAA Accommodation Policy.

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