WFM RTA Analyst

TP; Mumbai; On-site; INR 800,000 - 1,100,000; Full time

Job summary

TP in Mumbai is seeking a skilled professional to manage real-time intraday contact center operations, monitor queues, SLAs, service levels and KPIs to drive performance improvements across the site.

You will support workforce scheduling, capacity planning, schedule adherence, and coordinate with operations and stakeholders to resolve issues, optimize call routing and skills-based routing, and analyze center KPIs for continuous improvement.

Qualifications

• Experience in real-time contact center operations and analytics.
• Ability to monitor KPIs, queues, SLAs and service levels.
• Skills in scheduling, capacity planning and staffing optimization.

Responsibilities

• Manage real-time intraday contact center operations and workforce performance.
• Monitor queues, SLAs, service levels, and operational KPIs.
• Track and manage schedule adherence, occupancy, and staffing levels.
• Handle exceptions, escalations, and real-time performance issues.
• Monitor and optimize call routing and skills-based routing.
• Support workforce scheduling and capacity planning activities.
• Analyze contact center KPIs and identify performance gaps.
• Coordinate with operations and stakeholders for timely issue resolution.

Skills

Analytical skills

Communication skills

Problem-solving

Decision-making

Tools

NICE IEX

Verint

Genesys Cloud

Avaya CMS

Cisco CUIC

Microsoft Excel

Power BI – Basic

SQL – Basic

Job description

Key Responsibilities:

• Manage real-time intraday contact center operations and workforce performance.
• Monitor queues, SLAs, service levels, and operational KPIs.
• Track and manage schedule adherence, occupancy, and staffing levels.
• Handle exceptions, operational escalations, and real-time performance issues.
• Monitor and optimize call routing and skills-based routing.
• Support workforce scheduling and capacity planning activities.
• Analyze contact center KPIs and identify performance gaps.
• Coordinate with operations and relevant stakeholders for timely issue resolution.

Required Skills & Tools:

• NICE IEX
• Verint
• Genesys Cloud
• Avaya CMS
• Cisco CUIC
• Microsoft Excel
• Power BI – Basic
• SQL – Basic
• Strong analytical, communication, problem-solving, and decision-making skills.