Workforce Management - Real Time Analyst (RTA)

"Real-Time Analyst (RTA) – Workforce Management (WFM), BPO
Position Overview
The Real-Time Analyst (RTA) at NTT DATA plays a key role in ensuring smooth delivery operations by monitoring real-time contact center performance, managing staffing, and optimizing service levels across client accounts. This role requires strong analytical skills, quick decision-making, and effective coordination with operations and WFM teams.
Key Responsibilities
Real-Time Monitoring & Management
•    Monitor queues, volumes, SLAs, AHT, agent states, and other real-time metrics.
•    Take timely actions to address spikes, backlogs, or staffing gaps.
•    Execute intraday adjustments such as OT/VTO, break shifts, and skill changes.
•    Communicate real-time performance updates to operations leaders.
Intraday Management
•    Compare actual performance with forecast and staffing plans.
•    Recommend actions to improve service levels and occupancy.
•    Coordinate with supervisors to resolve adherence and shrinkage issues.
•    Update schedules and intraday plans based on operational requirements.
Reporting & Documentation
•    Publish hourly, intraday, and end-of-day reports.
•    Maintain logs for system outages, staffing changes, and actions taken.
•    Provide insights to improve forecasting accuracy and resource planning.
Communication & Collaboration
•    Work closely with WFM Schedulers, Forecasters, and Reporting Analysts.
•    Partner with operations, QA, and leadership teams to understand performance drivers.
•    Notify stakeholders of technical issues or external factors affecting delivery.
Tools & Systems Experience
•    Verint, NICE, Genesys, IEX, Calabrio, Aspect, ServiceNow, MS Teams, Excel, Power BI.
Required Qualifications
•    1–3 years of RTA/WFM experience in a BPO or contact-center environment.
•    Strong understanding of SL, AHT, ASA, Occupancy, Shrinkage, Adherence.
•    Proficiency with Excel (PivotTables, formulas).
•    Strong communication and coordination skills.
•    Ability to work under pressure with quick decision-making abilities.
Preferred Qualifications
•    Multi-skill or multi-channel environment experience.
•    Understanding of forecasting and scheduling concepts.
•    Experience with dashboards (Power BI/Tableau).
•    Familiarity with global delivery models.
Key Competencies
•    Analytical thinking
•    Attention to detail
•    High sense of urgency
•    Stakeholder management
•    Time management
Summary
The Real-Time Analyst ensures service levels and operational stability by actively monitoring and adjusting workforce distribution in real time. This role is essential in enabling smooth delivery and meeting client expectations.
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