Job Title: WFM Real Time Analyst

Account: Technical

Work location/Set up: Onsite/ Mckinley

Shift Schedule: TBD

Job Summary

The RTA manages intraday workforce performance to ensure optimal staffing, SLA compliance, and service continuity. The role supports CE operations by monitoring real time queues and coordinating with Operations leaders.

Key Responsibilities

•Monitor real time adherence, occupancy, and service levels across queues.

•Execute intraday adjustments to staffing, schedules, and skilling.

•Communicate real time risks, gaps, and recommendations to Operations.

•Track and report intraday performance and deviations from forecast.

•Support ramp readiness and new hire integration.

Qualifications

•Bachelor’s degree or equivalent experience.

•Minimum 12 months experience in Workforce Management or real time support.

•Strong analytical and multitasking abilities.

•Familiarity with WFM tools, queues, and CE SLA environments.

•Strong technical background in BPO (Must have)

Recruitment Process :

Recruitment Interview, Assessment, Hiring Manager Interview.

Pre-screening notes:

Educational attainment:

Years of experience as WFM RTA

Technical experience:

Last drawn salary:

Expected salary: