Real Time Analyst - US Shift | Chennai

HCLTech; Chennai District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

HCLTech in Chennai invites a Real-Time Analyst (RTA) to monitor live queues and manage intraday staffing to meet SLA targets. You will adjust schedules, track performance metrics, and collaborate with Operations and WFM for real-time decisions.

The role requires strong analytical abilities, advanced Excel, and experience with WFM tools such as Aspect, NICE, IEX or Genesys, plus excellent communication to coordinate actions across teams.

Qualifications

• Graduate with any discipline; BPO/Contact Center experience preferred.
• WFM/RTA experience is desirable and helps with real-time decision making.
• Strong numerical and analytical capabilities with attention to SLA metrics.

Responsibilities

• Monitor real-time performance (SLA, AHT, Shrinkage, Queue depth, Service level).
• 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 knowledge

Analytical skills

Advanced Excel

WFM tools familiarity

Communication & coordination

Education

Graduate (any discipline)

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

• Monitor real-time performance (SLA, AHT, Shrinkage, Queue depth, Service level)
• 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

Experience & Qualification

• 37 years in WFM/RTA role
• Graduate (any discipline)
• BPO/Contact Center experience preferred

KPIs

• SLA attainment
• Adherence management
• Real-time decision accuracy
• Shrinkage control