Workforce Management Real Time Analyst

5 hours ago


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

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:

  • 1–3 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


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