HCLTech
Website:
hcltech.com
Job details:
Job Description: Real-Time Analyst (RTA)
Role Summary
Responsible for real-time queue monitoring and intraday management to ensure SLA adherence through optimal resource utilization.
Key Responsibilities
- Monitor real-time performance (SLA, AHT, Shrinkage, Queue depth, Service level)
- Manage intraday staffing by adjusting schedules, breaks, and offline activities
- Identify and highlight risks to SLA, and take corrective actions proactively
- Coordinate with Operations and WFM for real-time decisions (skilling, callouts, OT)
- Track attendance, adherence, and shrinkage in real time
- Publish intraday reports and provide performance updates
Skills Required
- Strong understanding of WFM metrics (SLA, AHT, Occupancy, Shrinkage)
- Good analytical and decision-making skills
- Advanced Excel knowledge
- Familiarity with WFM tools (Aspect, NICE, IEX, Genesys, etc.)
- Strong communication and coordination skills
Experience & Qualification
- 2–5 years in WFM/RTA role
- Graduate (any discipline)
- BPO/Contact Center experience preferred
KPIs
- SLA attainment
- Adherence management
- Real-time decision accuracy
- Shrinkage control
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