Real Time Analyst

We are looking for a skilled

Real Time Analyst (RTA)

to join our team in Pune. The ideal candidate will be responsible for real-time monitoring of call center operations, ensuring service levels are met, and supporting global partner locations to achieve client KPIs. Key Responsibilities: Monitor real-time call performance (Service Level, AHT, call volume, arrival patterns) Manage workforce activities including absenteeism, break, and lunch optimization Compare forecast vs. actuals (Offer vs. Forecast) and take corrective actions Handle incident management and provide timely updates to stakeholders Track attendance of in-home associates Prepare and share performance reports using Excel (Pivot Tables, data analysis) Required Skills: Experience in Workforce Management (WFM) Hands-on experience with tools like

IEX, Aspect, Avaya, or similar Strong understanding of Service Levels and Handle Time metrics Good Excel skills (Macros is a plus) Strong communication skills (client-facing exposure preferred) Ability to work under pressure with a sense of urgency Highly organized and deadline-oriented problem solver