MNC in Gurgaon

Hiring for WFM Real Time Analyst // WFM Scheduler

CTC UPTO 8.5LPA based on Last CTC

Require 2+ Years Experience in WFM RTA

Looking for Immediate Joiners

Require Excellent Communication Skills

Two Way Cabs

Mail your cv at or call at

Role and Key Responsibilities

Intraday real time monitoring of service levels for all queues for all the sites throughout the operating window (24/7/365)
Real time monitoring of associates performance from all teams at all sites
Managing Real Time updates on Service Levels, Contact data and other KPIs
Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals
Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
Have a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather)
Support changes within routing profiles to move associates as needed
Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs and NPT usage
Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met
Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders
Review and process VTO/PTO/OT/Non-Prod time requests in real-time
Provide assistance to the other WFM teams as needed.

Key Skills & Knowledge

MS Excel Knowledge is required. Knowledge of IEX, Avaya and other Workforce Scheduling tools (Admin, setup, use, updated, edits, reporting) will be considered as an added advantage
Graduate with 2+ years contact centre experience and Good Communication Skill
MS Office PowerPoint, Word, Access, outlook, etc.
InContact/Oracle ACD and other ACD platforms to support multi-channel Environment (Voice/Chat/Email/SMS)
1+ years Workforce Experience (RTA or greater)
Basic knowledge of the call center industry.
Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).
Knowledge of ACD and Call Center Workforce applications - preferred.
Strong oral and written communication skills.
Proficient in Microsoft Office.
Ability to multi-task, prioritize, and meet timelines of deliverables.
Self-starter, sense of urgency, and works well under pressure.
High attention to detail, sense of professionalism and ability to develop relationships

Educational qualification: Graduate in any discipline

Interested candidates can mail their cv at or call at

Workforce Management Analyst//Real Time Analyst