WFM Real Time Analyst

Lumina Datamatics; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Lumina Datamatics in Mumbai is seeking a Workforce Analyst to monitor real-time staffing data and derive insights to optimize performance. You will build reports and dashboards using IEX and RTA, collaborating with teams to drive process improvements and cost efficiencies.

The ideal candidate has 2–7 years of experience in BPO/Call Centre environments, with strong IEX expertise and a proven ability to deliver complex KPI reports for client satisfaction.

Qualifications

• 2–7 years of experience in a similar role within the BPO/Call Centre industry.
• Strong understanding of IEX systems for real-time analysis of workforce data.
• Proficiency in creating complex reports using various reporting tools like RTA.

Responsibilities

• Monitor and analyze real-time workforce data to optimize staffing levels, reduce costs, and improve customer satisfaction.
• Collaborate with team members to identify trends, resolve issues, and implement process improvements.
• Develop and maintain reports using IEX tools to track KPIs such as on-time performance, productivity, and quality metrics.
• Provide exceptional customer service by responding promptly to client inquiries and resolving any concerns related to workforce management.

Skills

Real-time data analysis

IEX systems

KPI reporting

Reporting tools (RTA)

Tools

IEX

RTA

Job description

Roles and Responsibilities :

• Monitor and analyze real-time workforce data to optimize staffing levels, reduce costs, and improve customer satisfaction.
• Collaborate with team members to identify trends, resolve issues, and implement process improvements.
• Develop and maintain reports using IEX tools to track key performance indicators (KPIs) such as on-time performance, productivity, and quality metrics.
• Provide exceptional customer service by responding promptly to client inquiries and resolving any concerns related to workforce management.

Job Requirements :

• 2-7 years of experience in a similar role within the BPO/Call Centre industry.
• Strong understanding of IEX systems for real-time analysis of workforce data.
• Proficiency in creating complex reports using various reporting tools like RTA.