Senior Real-Time Analyst

IG India; Bengaluru; Hybrid; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Development programs

Mentoring opportunities

Career progression

Social clubs

Volunteer time off

Job summary

IG India is seeking a Senior Real-Time Analyst to bridge Real-Time, Scheduling, and Forecasting in a hybrid work model in Bengaluru. The role focuses on intraday performance, contingency support, and stakeholder communication.

The candidate should bring hands-on real-time queue management, forecasting, and scheduling experience, with strong analytical and communication skills, across a multi-channel contact environment.

Qualifications

• Proven experience as Real-Time Analyst (RTA) in contact centre or similar operations.
• Hands-on experience with real-time queue management and intraday control.
• Experience supporting forecasting and scheduling activities.
• Solid understanding of end-to-end WFM principles (forecasting, scheduling, real-time, reporting).
• Ability to stay calm, structured, and decisive in high-pressure environments.
• Strong analytical ability to translate data into actionable operations.
• Excellent verbal and written communication skills.

Responsibilities

• Monitor real-time performance across channels to meet SLA targets.
• Perform real-time interventions: skill changes, queue rebalancing, intraday movements.
• Coordinate with Team Leaders on adherence and conformance.
• Act as incident lead during outages or spikes, coordinating actions.
• Own intraday recovery plans when forecasts diverge from reality.
• Provide timely, clear real-time communications to stakeholders.
• Provide backup support for forecasting and scheduling when needed.
• Assist with schedule generation and optimization activities.

Skills

Real-Time Analyst experience

Queue management

Intraday performance control

Forecasting support

Scheduling support

WFM principles

Data analysis

Communication skills

Tools

NICE

Verint

Genesys WFM

UKG

Job description

Role Purpose

The Senior Real-Time Analyst (RTA) plays a critical role in ensuring day‑to‑day operational performance across customer contact channels. This role goes beyond traditional real‑time management by acting as a bridge between Real‑Time, Scheduling, and Forecasting functions. While remaining hands‑on in live operations, the Senior RTA will provide contingency support for forecasting and scheduling activities, reducing single points of failure within the WFM function and strengthening operational resilience. This role is suited to an experienced RTA who understands the why behind plans, not just the what happening in real time.

Key Responsibilities

Real‑Time Operations

• Proactively monitor real‑time performance across all channels (voice and non‑voice) to ensure SLA, response time, and backlog targets are met.
• Execute real‑time interventions including skill changes, queue rebalancing, manual reassignment of work, and intraday resource movement.
• Manage adherence and conformance in partnership with Team Leaders and Operations.
• Act as the central point of contact during system outages, incidents, or volume spikes, coordinating communications and mitigation actions.
• Own and drive intraday recovery plans when performance deviates from forecast or schedule.
• Provide clear, timely, and actionable real‑time communications to stakeholders.

Scheduling & Forecasting Support

• Provide backup and contingency support for forecasting and scheduling activities during planned or unplanned absences.
• Support creation, validation, and refinement of short‑ and medium‑term forecasts using historical data and known drivers.
• Assist with schedule generation, schedule changes, and optimisation activities as required.
• Interpret forecast assumptions and explain variances between forecast, schedule, and actual performance.
• Partner with Forecasting and Scheduling teams to provide real‑time feedback that improves future planning accuracy.

Analysis, Insight & Continuous Improvement

• Analyse intraday, daily, and weekly performance trends to identify risks, root causes, and improvement opportunities.
• Contribute to post‑incident reviews and lessons learned following major variances or outages.
• Support the evolution of real‑time processes, playbooks, and escalation frameworks.
• Help standardise best practices across regions and support knowledge sharing within the RTA team.

Stakeholder Collaboration

• Act as a trusted operational partner to Operations, Team Leaders, and WFM colleagues.
• Confidently challenge assumptions and decisions when data indicates risk to service or efficiency.
• Support onboarding, mentoring, and upskilling of junior RTAs.

Essential

Required Skills & Experience

• Proven experience in a Real‑Time Analyst (RTA) role within a contact centre or similar operational environment.
• Strong hands‑on experience with real‑time queue management and intraday performance control.
• Practical experience supporting or contributing to forecasting and/or scheduling activities.
• Solid understanding of end‑to‑end WFM principles (forecasting, scheduling, real‑time, and reporting).
• Ability to remain calm, structured, and decisive in high‑pressure, fast‑moving situations.
• Strong analytical skills with the ability to translate data into clear operational actions.
• Excellent communication skills, both written and verbal.

Desirable

• Experience working across multiple regions or global operations.
• Exposure to WFM tools such as NICE, Verint, Genesys WFM, UKG, or similar platforms.
• Advanced Excel or reporting skills.
• Experience supporting change initiatives or new operating models.

Behavioural Competencies

• Operational Ownership: Treats real‑time performance as a personal responsibility.
• Systems Thinking: Understands how forecasting, scheduling, and real‑time decisions connect.
• Resilience Builder: Actively reduces risk and single points of failure.
• Influence without Authority: Able to guide and challenge stakeholders constructively.
• Continuous Learner: Actively builds capability beyond the core RTA role.

How We Work

We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office – which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction:

• Lead and Inspire: Drives trust, alignment, and enthusiasm
• Think Big: Focus on the problems that most impact commercial outcomes
• Champion the client: Understand and prioritise client's needs
• Deliver at pace: Push for fast, sustainable growth;
• Raise the bar: Take ownership, be accountable and share feedback

We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We’re committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that’s why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here.

The Perks

Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work.

Learn more about the Perks here!

Join us for this exciting journey.

Apply now!

Number of openings: 1