WFM RTA - Real Time Analyst

Tech Mahindra; Mumbai, Pune District; On-site; INR 650,000 - 900,000; Full time

Job summary

Tech Mahindra in Mumbai seeks a detail-oriented WFM Real Time Analyst to monitor live operations, support workforce scheduling, and ensure service levels are met. You will track agent activities, respond to operational changes, and help optimize staffing to meet customer demand.

Based in Goregaon, this full-time WFO role uses rotating Canadian shifts. You will provide real-time alerts, prepare dashboards, and coordinate with scheduling to adjust staffing during fluctuations, incidents, and

Responsibilities

• Monitor real-time metrics: adherence, service levels, AHT, and occupancy.
• Track agent availability, breaks, and schedule compliance during shifts.
• Provide alerts and recommendations to leads on deviations.
• Coordinate with scheduling to adjust staffing for call volume and absenteeism.
• Align forecasted vs. actual demand to minimize under- or overstaffing.
• Prepare real-time reports and dashboards for stakeholders.
• Assist incident resolution with updates and prioritized actions.
• Log interventions, schedule changes, and anomalies accurately.
• Drive process improvements by identifying patterns.
• Maintain confidentiality and data security of operational info.

Job description

We are looking for a detail-oriented and proactive WFM Real Time Analyst to monitor live operations, support workforce scheduling, and ensure service levels are consistently met.

The ideal candidate will be responsible for tracking agent activities in real time, responding to operational changes, and helping to optimize staffing to meet customer demands.

Key Responsibilities:

• Monitor real-time performance metrics such as adherence, service levels, average handle time, and occupancy.
• Track agent availability, breaks, and schedule compliance during the shift.
• Provide immediate alerts and recommendations to team leads or supervisors in case of deviations.
• Coordinate with the scheduling team to adjust staffing based on call volume fluctuations or unexpected absenteeism.
• Ensure alignment between forecasted demand and actual demand, minimizing under- or over-staffing.
• Prepare real-time reports and dashboards for stakeholders to ensure informed decision-making.
• Assist in incident resolution by communicating updates, prioritizing actions, and supporting operational continuity.
• Maintain accurate logs of interventions, schedule changes, and operational anomalies.
• Support continuous improvement initiatives by identifying patterns and recommending process optimizations.
• Ensure strict confidentiality and data security while handling operational information.

Location: Goregaon, Mumbai.

Type: Full-time WFO

Shift: Canadian.

Rotational shifts and rotational offs.

5 Days working, 2-week offs.