Workforce Management Analyst

NOTE: Only candidate from near by Gurgaon are considered with immediate joining, and must have 2+ years in RTA and overall 3+ yrs experience.
🚀 Hiring: Real Time Analyst (WFM RTA)
📍 Location: Sector 19, Udyog Vihar, phase 5, Gurugram, HR, India
➡️ Onsite - Work from office - 5 days/week
🕒 Shifts: 6:30 PM – 8:30 AM IST - (2 rotational shifts) and (2 Rotational Week off)
🏃 Start Date: ASAP - immediate joiners)
💼 Experience: 3+ years
Job description:
The Real Time Analyst (RTA) is a hands-on individual contributor responsible for managing intraday performance by linking forecasts, capacity plans, and schedules to real-time execution. This role ensures that staffing aligns with demand throughout the day by proactively monitoring performance, identifying risks, and executing timely interventions.
You will play a critical role in bridging planning and operations by analysing real-time drivers, activating appropriate staffing levers, and driving a proactive intraday management approach. Success in this role requires strong analytical ski ls, operational awareness, and the ability to make fast, data-driven decisions that protect service levels and optimize efficiency.
Qualifications:
✔️3–5+ years of experience in workforce management, with strong exposure to real-time/intraday management.
✔️Proven ability to link forecasting, planning, scheduling, and real-time execution.
✔️Strong understanding of contact center metrics (service level, ASA, AHT, occupancy, shrinkage).
✔️Experience performing intraday reforecasting and real-time workload analysis.
✔️Demonstrated ability to analyse multiple data inputs and make fast, data-driven decisions.
✔️Experience managing staffing levers (OT, VTO, cross-skilling, schedule adjustments).
✔️Strong understanding of queue dynamics, backlog management, and performance thresholds.
✔️Advanced proficiency in Excel or Google Sheets; experience with any WFM tools required.
✔️Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
✔️Effective communication skills and ability to coordinate across operations and planning teams.
Thanks and Regards,
Preeti Mane – Technical Recruiter
Aptino, Inc.
preeti.mane@aptino.com

Work arrangement
No