at for Senior Real-Time Analyst (RTA)
HCLTech
Chennai, Tamil Nadu, India2–5 yrs2h agovia LinkedIn
About the Role
This role is 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.
Requirements & Tech Stack
- WFM tools (Aspect, NICE, IEX, Genesys, etc.)
Qualifications
- Graduate (any discipline)
- 2–5 years in WFM/RTA role
- BPO/Contact Center experience preferred
Key Skills
- Strong understanding of WFM metrics (SLA, AHT, Occupancy, Shrinkage)
- Good analytical and decision-making skills
- Advanced Excel knowledge
- Strong communication and coordination skills
Key Performance Indicators (KPIs)
- SLA attainment
- Adherence management
- Real-time decision accuracy
- Shrinkage control