Hiring - RTA - Analyst - MNC - Gurugram

5 days ago

Gurgaon, Haryana, India People Staffing Full time

Key Responsibilities

  • Real-time monitoring of call volumes, queues, agent adherence, and SLAs.
  • Execute intraday management to optimize staffing vs demand.
  • Manage shrinkage, absenteeism, and schedule deviations in real time.
  • Identify risks to performance metrics and take proactive corrective actions.
  • Communicate real-time performance updates to operations & leadership teams.
  • Coordinate with capacity planners, schedulers, and ops managers.
  • Execute call-out plans and OT management based on workload.
  • Publish hourly performance dashboards and reports.
  • Support business continuity and crisis management during volume spikes.
  • Ensure compliance with SOPs, SLAs, and client KPIs.

Technical Skills (Mandatory)

  • Hands-on experience in WFM Real-Time Management (RTA)
  • Expertise in SLA, AHT, Shrinkage, Occupancy, Adherence, and Forecast vs Actual
  • Experience with WFM tools like NICE IEX / Verint / Aspect / Genesys
  • Strong knowledge of Excel / Google Sheets
  • Good understanding of contact center metrics & queue theory

Kriti Madan

Recruitment Lead

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