Senior Associate RTA

2 days ago

Mumbai, Maharashtra, India Lumina Datamatics Full time ₹ 8,00,000 - ₹ 12,00,000 per year

Real-Time Analyst (RTA) Workforce Management | Lumina Datamatics

Experience Required: 2+ years in RTA

Work Location: Andheri East, Mumbai(Work from Office

Job Type: Full-time | US Shift-based (24x7 Rotational)

About the Company

Lumina Datamatics is a trusted partner providing Content Services, Retail Support Services, and Technology Solutions to global leaders in the Publishing and Retail industries.

We partner with 8 of the 10 largest publishers and 3 of the 5 largest retailers/marketplaces worldwide. Our strategic solutions enable clients to:

  • Improve business competitiveness
  • Achieve operational efficiencies
  • Gain valuable reader and buyer insights
  • Reduce time-to-market for new products and services

With a team of 4000+ professionals across the USA, Germany, and India, Lumina Datamatics has a strong global presencedelivering end-to-end services from content creation to delivery, and providing advanced technology and analytical solutions to publishers and retailers.

Roles & Responsibilities

  • Minimum 2+ years of RTA experience with hands-on knowledge of IEX and CXOne tools.

  • Oversee all real-time WFM activities to ensure operational and client goals are met.

  • Implement analysis and reporting using available WFM tools.

  • Prepare daily/weekly/monthly reports and share insights with leadership and senior management.

  • Analyze historical and forecasted data to ensure SLAs and performance metrics are consistently achieved.

  • Report on key operational metrics such as call volumes, service levels, and abandon rates.

  • Working knowledge of WFM tools such as Verint, Genesys, Aspect, and Calabrio will be an added advantage.

  • Strong proficiency in MS Excel (mandatory) and working knowledge of PowerPoint,Word, and Outlook.

  • Comprehensive understanding of multi-channel operations – phone, email, chat, community, and social media.

  • Excellent communication skills for effective stakeholder and client management.

  • Collaborative team player with the ability to perform as an independent contributor.

  • Flexibility to work in rotational shifts (Day, Afternoon, Night) supporting 24x7 operations across all days of the week.

Additional Benefits

  • Competitive base salary

  • Comprehensive benefits package

  • Collaborative, international work culture

How to Apply

Interested candidates can share their resumes

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