Workforce Management Real Time Analyst

Conduent; Bangalore Rural; On-site; INR 300,000 - 500,000; Full time

Job summary

Conduent is seeking a proactive Real-Time Analyst (RTA) to join our Workforce Management team in Bangalore. This role involves monitoring performance in real-time, managing staffing levels, and reporting on key metrics to ensure operational efficiency.

The ideal candidate will have at least 1 year of experience and a strong understanding of call center KPIs. You will need hands-on experience with WFM tools like IEX and Avaya and excellent analytical and communication skills. Willingness to work night shifts is essential.

Qualifications

• 1 year of experience as an RTA, WFM Executive, or Real-Time Analyst.
• Strong understanding of call center KPIs such as AHT, SLA, adherence, and occupancy.
• Hands-on experience with WFM tools.

Responsibilities

• Monitor queues and agent adherence in real time.
• Manage intraday staffing levels and shrinkage.
• Track and report real-time performance metrics.
• Collaborate with Operations and WFM teams.

Skills

Analytical skills

Communication skills

Understanding of call center KPIs

Tools

IEX

Avaya

Genesys

Job description

About the Role

We’re seeking a proactive and detail‑oriented Real‑Time Analyst (RTA) to join our dynamic Workforce Management team in Bangalore. If you thrive in fast‑paced environments and have a knack for optimizing performance in real time, we’d love to hear from you.

Key Responsibilities

• Monitor queues and agent adherence in real time to ensure operational efficiency
• Manage intraday staffing levels and shrinkage to meet service level goals
• Track and report real‑time performance metrics, SLAs, and adherence trends
• Collaborate with Operations and WFM teams to implement schedule adjustments and updates

Requirements

• 1 years of experience as an RTA, WFM Executive, or Real‑Time Analyst
• Strong understanding of call center KPIs (AHT, SLA, adherence, occupancy)
• Hands‑on experience with WFM tools such as IEX, Avaya, Genesys, or similar platforms
• Excellent analytical and communication skills
• Willingness to work night shifts