About the Role
We are looking for a proactive and detail-oriented Real Time Analyst (RTM) to join our Workforce Management team. The RTM will be responsible for real-time queue monitoring, ensuring service level achievement, and managing intraday performance for our travel accounts.
If you are analytical, fast in decision-making, and comfortable working in a dynamic 24/7 environment, this role is for you.
Key Responsibilities
- Monitor real-time performance (SL, AHT, ASA, Queue Health).
- Track agent adherence and manage schedule compliance.
- Identify performance gaps and escalate issues promptly.
- Coordinate with Operations and Team Leaders to maintain service levels.
- Assign and manage intraday tickets.
- Prepare and share real-time and end-of-day reports.
- Support workforce adjustments based on call volume fluctuations.
- Work closely with WFM and Operations teams to optimize staffing.
Requirements
- 13 years of experience in Workforce Management / Real-Time Monitoring.
- Previous experience in BPO or contact center environment is a must.
- Strong knowledge of Excel (formulas, reporting, data analysis).
- Experience using WFM tools such as Genesys, Avaya, NICE, or similar platforms.
- Strong analytical and problem-solving skills.
- Excellent communication skills.
- Ability to work under pressure and handle urgent situations.
- English proficiency is required.
What We Offer
- Competitive salary package.
- Career growth opportunities within WFM (Planner / WFM Specialist path).
- Dynamic and supportive work environment.
- Exposure to international travel accounts.
