WFM RTA Analyst for Bangalore, Pune, Hyderabad with Top IT Companies

Job Summary

WFM Real-Time Analyst (RTA)

Blue Pumpkin

Key Responsibilities

• Monitor real-time service levels and adherence to schedules

• Track agent productivity and provide instant feedback to floor supervisors

• Make intraday adjustments to staffing based on call volume trends

• Collaborate with Ops and WFM teams to optimize shift allocations

• Generate and distribute real-time and intraday performance reports

• Provide actionable insights to improve operational KPIs

• Manage agent skill sets and routing updates within WFM tools

• Identify and escalate system issues affecting queue performance

• Maintain accurate agent status codes and schedule adherence

Mandatory Skills & Tools

• Blue Pumpkin

• Strong understanding of contact center operations

• Advanced MS Excel skills (Pivot, VLOOKUP, Charts)

• Real-time monitoring and reporting skills

• Strong communication and stakeholder management abilities

• Quick decision-making under pressure

Preferred Qualifications

• Bachelors degree in any stream

• Certifications in Workforce Management or RTA tools (if available)

• Prior experience supporting BPO/KPO or large-scale contact centers