Senior Analyst-RTA

Sagility Limited; Bengaluru; On-site; INR 500,000 - 800,000; Full time

Job summary

Sagility Limited is seeking a Senior Analyst – Real Time Analyst (RTA) to ensure the efficient operation of business processes. The ideal candidate will manage daily operations, assess performance metrics, and lead real-time analysis efforts.

Required qualifications include a minimum of 2 years' experience in a related role, strong analytical skills, and excellent English communication skills. Key responsibilities include engaging clients, performing data analysis, and implementing process improvements.

Qualifications

• Minimum 2 years of relevant experience as an RTA is required.
• Highly self-motivated multi-task-oriented team member.
• Ability to communicate with a wide range of individuals.

Responsibilities

• Manage daily operations by assessing operational drivers and outcomes.
• Engage with the client and monitor intraday activity.
• Lead and execute the week-ahead planning process.
• Perform data analysis to surface trends and insights.
• Coordinate service-impacting application downtime affecting volumes.

Skills

Problem-solving skills

Analytical skills

Excellent English communication skills

Technical documentation skills

Self-management

Team collaboration

Education

Any Graduate or Diploma

Tools

Avaya CMS

NICE IEX

Cisco

Aspect eWFM

Verint

Job description

Job Purpose

Ensure the smooth and efficient operation of business processes by monitoring and analyzing real‑time data, and making timely decisions based on that data.

Job Title

Senior Analyst – Real Time Analyst (RTA)

Education

Any Graduate or Diploma

Experience

Minimum 2 years of relevant experience as an RTA is required.

Responsibilities

• Manage daily operations by assessing operational drivers (staffing, volume, AHT) and outcomes (SLA, ASA and A/BAN%) and adjusting the intraday schedule to meet service goals.
• Engage with the client and monitor intraday activity, making decisions, providing sound judgement, and consulting with the operations team for recommendations to improve real‑time performance, including calling for OT/Time off.
• Lead and execute the week‑ahead planning process, collaborating with operations to provide background and insight, to review the week in detail and communicate action plans.
• Facilitate the onboarding and off‑boarding of crew members.
• Perform data analysis to surface trends and insights using analytical methods.
• Drive changes on business needs, act as a resource and point of contact during contingency events (weather events, system outages, etc.).
• Initiate, develop and implement improvements to workflows and processes, and participate in special projects.
• Coordinate all service‑impacting application and telephony downtime/outages affecting volumes for forecasting scrubbing with global operations.

Mandatory Skills

• Highly self‑motivated multi‑task‑oriented team member with the ability to self‑manage tasks to completion within structured timeliness and strong technical documentation skills.
• Team player able to communicate with a wide range of individuals, including the Operations Team.
• Problem‑solving and analytical skills are critical and excellent English communication skills are required.

Preferred Skills

• Knowledge of WFM systems applicable for the account (e.g., Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint).
• Experience in planning, implementing, utilizing, and supporting Workforce Management systems is an added advantage.

Location

BLR, Surya Wave Building, India