Job Description

We are looking for a skilled Real Time Analyst (RTA) to join our team in Pune. The ideal candidate will be responsible for real-time monitoring of call center operations, ensuring service levels are met, and supporting global partner locations to achieve client KPIs.

Key Responsibilities:

  • Monitor real-time call performance (Service Level, AHT, call volume, arrival patterns)
  • Manage workforce activities including absenteeism, break, and lunch optimization
  • Compare forecast vs. actuals (Offer vs. Forecast) and take corrective actions
  • Handle incident management and provide timely updates to stakeholders
  • Track attendance of in-home associates
  • Prepare and share performance reports using Excel (Pivot Tables, data analysis)

Required Skills:

  • Experience in Workforce Management (WFM)
  • Hands-on experience with tools like IEX, Aspect, Avaya, or similar
  • Strong understanding of Service Level...

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