Aptino, Inc.
Website:
aptino.com
Job details:
📍 Location: Pune, MH / Gurugram, India
🕒 Shift: Rotational Shift
💼 Experience: Relevant experience in RTA / Workforce Management preferred
We are looking for a skilled and detail-oriented Real Time Analyst (RTA) to join our team.
🔹 Key Responsibilities:
• Monitor live call queues, service levels, handle time, and call trends
• Track attendance, schedule adherence, breaks, and absenteeism
• Manage incident handling and support internal teams & client partners
• Analyze offer vs forecast and take real-time actions
• Prepare reports and operational summaries using Excel
• Coordinate with supervisors and client managers for performance updates
🔹 Required Skills:
• Experience in Workforce Management (WFM) / RTA
• Knowledge of tools like IEX, Aspect, Avaya, or similar
• Good understanding of Service Levels & Call Center Metrics
• Strong Excel skills (Pivot Tables, Reporting, Data Analysis)
• Excellent communication and problem-solving skills
• Ability to work under pressure and meet deadlines
Click on Apply to know more.