Opening at HCLTech for Senior Real-Time Analyst (RTA)

HCL Technologies Limited; Chennai; On-site; INR 500,000 - 900,000; Full time

Job summary

HCL Technologies Limited is seeking a Real-Time Analyst (RTA) responsible for real-time queue monitoring and intraday management to ensure SLA adherence through optimal resource utilization. The role requires monitoring, adjusting schedules, and coordinating with WFM to support operations.

The ideal candidate will have strong WFM metrics knowledge, advanced Excel skills, and familiarity with tools like Aspect, NICE, IEX, and Genesys, coupled with excellent communication and decision-making

Qualifications

• Experience with real-time queue monitoring and intraday management
• Strong understanding of WFM metrics (SLA, AHT, Occupancy, Shrinkage)
• Advanced Excel knowledge and data manipulation skills
• Familiarity with WFM tools such as Aspect, NICE, IEX, Genesys
• Excellent communication and coordination abilities

Responsibilities

• Manage intraday staffing by adjusting schedules, breaks, and offline activities
• Identify and highlight risks to SLA, and take corrective actions proactively
• Coordinate with Operations and WFM for real-time decisions (skilling, callouts, OT)
• Track attendance, adherence, and shrinkage in real time
• Publish intraday reports and provide performance updates

Skills

WFM metrics

Analytical skills

Advanced Excel

WFM tools

Communication skills

Tools

Aspect

NICE

IEX

Genesys

Job description

Job Description: Real-Time Analyst (RTA)

Role Summary

Responsible for real-time queue monitoring and intraday management to ensure SLA adherence through optimal resource utilization.

Key Responsibilities

• Manage intraday staffing by adjusting schedules, breaks, and offline activities
• Identify and highlight risks to SLA, and take corrective actions proactively
• Coordinate with Operations and WFM for real-time decisions (skilling, callouts, OT)
• Track attendance, adherence, and shrinkage in real time
• Publish intraday reports and provide performance updates

Skills Required

• Strong understanding of WFM metrics (SLA, AHT, Occupancy, Shrinkage)
• Good analytical and decision-making skills
• Advanced Excel knowledge
• Familiarity with WFM tools (Aspect, NICE, IEX, Genesys, etc.)
• Strong communication and coordination skills