WFM RTA - WalkIn Drive - 8th Nov' 25 - 12 PM to 5 PM IST

Job Title: Workforce Management (WFM) Real-Time AnalystLocation: Noida Sec 135, WFO, Night Shifts, 5 days workingExperience Required: 1–3 years in WFM / Real-Time Monitoring (BPO or Contact Center environment)Shift: Rotational / 24x7 (as per business needs)About the Role:The Real-Time Analyst (RTA) is responsible for monitoring and managing intraday performance, ensuring optimal staffing levels, adherence, and service level achievement across queues. The role demands strong analytical skills, quick decision-making, and effective communication to balance service levels and agent productivity.Required Skills and Qualifications:- 1–3 years of experience as an RTA or similar role in a BPO or contact center. - Strong knowledge of real-time monitoring tools (e.g., NICE IEX, Verint, Aspect, Genesys). - Proficiency in MS Excel and reporting (pivot tables, lookups, charts). - Excellent communication skills and ability to work under pressure. - Strong understanding of call center metrics — SLA, AHT, shrinkage, occupancy, adherence, etc. - Flexible with rotational shifts, including weekends and night shifts if required. - Graduation is mandateWalkIn Drive location Details:Noida Sec 135, Tower 6, UG Floor, TELUS Digital - Contact Person (Rihan from TA)

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