RTA - Bengaluru, Karnataka, India

Company Profile

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they make it happen for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsources inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Job location : Bangalore

Position : Real Time Analyst-WFM

Division : BPO

Experience :2 years of relevant experience in WFM in BPO.

Mandatory experience in Calabrio WFM tool.

Role & Responsibilities:

Real time monitoring and Intraday performance management

Exception Management

Real time reports- Hourly/ Daily/ Weekly

Preparing Dashboards

Analysis and Process development

Incident tracking, logging and escalations

Process and Procedure adherence

Floor & seat management

Required skills:

Intermediate MS Excel knowledge

Basic to intermediate windows operating system navigation skills

Strong written and verbal communication skills

Ability to interact with all levels of management across various locations

Ability to build and maintain strong working relationship

Strong analytical skills

Comfortable with flexible work timings and willingness to stretch

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Contact details

Ishika Agrawala