Workforce Management Analyst

TELUS Digital; Ahmedabad District; On-site; INR 500,000 - 800,000; Full time

Job summary

TELUS Digital in Ahmedabad, India, is seeking a Real-Time Analyst to monitor and optimize workforce performance across queues and teams. You will manage intraday staffing, balance adherence with breaks, and coordinate real-time adjustments with team leads for continuous service levels.

You should bring 1–3 years in Real-Time Analysis or WFM, strong Excel and dashboard skills, and the ability to analyze AHT, SLA, shrinkage, and occupancy.

Qualifications

• 1–3 years of experience as a Real-Time Analyst or WFM in a contact center/digital operations environment.

Responsibilities

• Monitor real-time queues, agent activities, and service levels to meet targets.
• Manage intraday staffing by balancing schedule adherence, breaks, and shrinkage.
• Coordinate with team leads and managers for real-time adjustments and performance updates.
• Track KPI metrics such as AHT, ASA, SL, Occupancy, and Agent Productivity.
• Issue hourly, intraday, and end-of-day performance reports.
• Recommend corrective measures to maintain service level commitments.
• Manage agent skilling, routing changes, and workload distribution.
• Handle real-time escalations and communicate performance risks to stakeholders.
• Maintain WFM tools, dashboards, and performance trackers.
• Support schedule updates, exceptions, and pattern changes as required.

Skills

Real-Time Analysis

Workforce Management

Dashboards

Excel

Communication

Tools

IEX

Verint

NICE

Genesys Cloud

Excel

Job description

The Real-Time Analyst (RTA) is responsible for monitoring, managing, and optimizing workforce performance to ensure operational efficiency. This role ensures service levels, productivity, and staffing requirements are consistently met across all queues and teams.

Key Responsibilities

• Monitor real-time queues, agent activities, and service levels to ensure operational targets are met.
• Manage intraday staffing levels by balancing schedule adherence, breaks, and shrinkage.
• Coordinate with team leads and managers for real-time adjustments and performance updates.
• Track and report KPI metrics such as AHT, ASA, SL, Occupancy, and Agent Productivity.
• Issue hourly, intraday, and end-of-day performance reports.
• Recommend corrective measures to maintain service level commitments.
• Manage agent skilling, routing changes, and workload distribution.
• Handle real-time escalations and communicate any performance risks to stakeholders.
• Maintain WFM tools, dashboards, and performance trackers.
• Support schedule updates, exceptions, and pattern changes as required.

Required Skills & Qualifications

• 1–3 years of experience as a Real-Time Analyst or Workforce Management specialist (preferred in a contact center/digital operations setup).
• Strong understanding of workforce management concepts: SL, AHT, Forecasting Basics, Shrinkage, and Schedule Adherence.
• Hands-on experience with WFM tools (e.g., IEX, Verint, NICE, Genesys Cloud, or similar).
• Proficiency in Excel, dashboards, and reporting tools.
• Strong analytical and problem-solving abilities.
• Ability to work in a fast-paced and dynamic environment.
• Excellent communication and coordination skills.

Good to Have

• Experience with digital operations or telecom domain.
• Knowledge of MIS reporting.
• Basic understanding of forecasting and capacity planning.