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

3 - 8 years

0 Lacs

Posted:1 week ago| Platform: Shine logo

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Work Mode

On-site

Job Type

Full Time

Job Description

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

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