Workforce Management Analyst

6 hours ago

Gurgaon, Haryana, India People Staffing Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Real Time Analyst (RTA) – Workforce Management Analyst

Position Overview

We are seeking a detail-oriented and proactive
Real Time Analyst (RTA)
to join our Workforce Management (WFM) team. The RTA will be responsible for monitoring, managing, and optimizing workforce performance in real time to ensure service levels, staffing efficiency, and business objectives are consistently achieved. This role requires strong analytical ability, quick decision-making skills, and effective communication with cross-functional teams.

  • Monitor agent schedule adherence, logins/logouts, breaks, and AUX states.

  • Track call/chat/email/ticket queues to maintain SLAs and operational efficiency.

  • Generate and distribute interval-based reports on SLA, AHT, shrinkage, occupancy, and adherence.

  • Strong knowledge of Workforce Management tools (NICE, IEX, Verint, Genesys, Aspect, etc.).

  • Work closely with Schedulers, Planners, and Operations Managers to align staffing with demand.

  • Ensure compliance with workforce management policies, KPIs, and operational goals.

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