Realtime Analyst

TELUS Digital; Ahmedabad District; On-site; INR 350,000 - 550,000; Full time

Job summary

TELUS Digital is seeking a Real-Time Analyst to monitor real-time queues, agent activity, and service levels, ensuring performance targets and staffing levels are met. You will manage intraday staffing, coordinate with leads for real-time adjustments, and produce KPI reports on AHT, SLA, occupancy, and productivity.

Responsibilities include intraday scheduling, performance reporting, escalation handling, and maintaining WFM dashboards.

Qualifications

• 1-3 years of experience as a Real-Time Analyst or Workforce Management specialist (preferred in a contact center/digital operations setup).
• Strong understanding of workforce management concepts: SL, AHT, Forecasting Basics, Shrinkage, and Schedule Adherence.
• Hands-on experience with WFM tools (e.g., IEX, Verint, NICE, Genesys Cloud, or similar).
• Proficiency in Excel, dashboards, and reporting tools.
• Strong analytical and problem-solving abilities.
• Ability to work in a fast-paced and dynamic environment.
• Excellent communication and coordination skills.

Responsibilities

• Monitor real-time queues, agent activities, and service levels to ensure operational targets are met.
• Manage intraday staffing levels by balancing schedule adherence, breaks, and shrinkage.
• Coordinate with team leads and managers for real-time adjustments and performance updates.
• Track and report KPI metrics such as AHT, ASA, SL, Occupancy, and Agent Productivity.
• Issue hourly, intraday, and end-of-day performance reports.
• Recommend corrective measures to maintain service level commitments.
• Manage agent skilling, routing changes, and workload distribution.
• Handle real-time escalations and communicate any performance risks to stakeholders.
• Maintain WFM tools, dashboards, and performance trackers.
• Support schedule updates, exceptions, and pattern changes as required.

Skills

Real-Time Analyst experience

WFM concepts

WFM tools

Excel & dashboards

Analytical & problem-solving

Communication skills

Tools

IEX

Verint

NICE

Genesys Cloud

Job description

The Real-Time Analyst (RTA) is responsible for monitoring, managing, and optimizing workforce performance to ensure operational efficiency. This role ensures service levels, productivity, and staffing requirements are consistently met across all queues and teams.

Key Responsibilities

• Monitor real-time queues, agent activities, and service levels to ensure operational targets are met.
• Manage intraday staffing levels by balancing schedule adherence, breaks, and shrinkage.
• Coordinate with team leads and managers for real-time adjustments and performance updates.
• Track and report KPI metrics such as AHT, ASA, SL, Occupancy, and Agent Productivity.
• Issue hourly, intraday, and end-of-day performance reports.
• Recommend corrective measures to maintain service level commitments.
• Manage agent skilling, routing changes, and workload distribution.
• Handle real-time escalations and communicate any performance risks to stakeholders.
• Maintain WFM tools, dashboards, and performance trackers.
• Support schedule updates, exceptions, and pattern changes as required.

Required Skills & Qualifications

• 1-3 years of experience as a Real-Time Analyst or Workforce Management specialist (preferred in a contact center/digital operations setup).
• Strong understanding of workforce management concepts: SL, AHT, Forecasting Basics, Shrinkage, and Schedule Adherence.
• Hands-on experience with WFM tools (e.g., IEX, Verint, NICE, Genesys Cloud, or similar).
• Proficiency in Excel, dashboards, and reporting tools.
• Strong analytical and problem-solving abilities.
• Ability to work in a fast-paced and dynamic environment.
• Excellent communication and coordination skills.

Good to Have

• Experience with digital operations or telecom domain.
• Knowledge of MIS reporting.
• Basic understanding of forecasting and capacity planning.