Real time Analyst- Team Lead- Chennai/Indore
ChennaiFull Time
REAL TIME ANALYSIS
REAL TIME ANALYST
VERINT
WFM
WFM
WORKFORCE MANAGEMENT
PLANNING
SCHEDULING
Job description
Job Title: Team lead- Real time Analyst (RTA)
Location: Chennai/ Indore.
Skills & competencies
Proficiency in Workforce Management tools (e.g., Verint or
similar platforms).
Strong analytical skills with the ability to interpret short-term forecasts and staffing data.
Understanding of scheduling principles and best practices for optimizing resource allocation.
Ability to analyze schedule adherence reports and identify areas for improvement.
Strong communication skills for providing feedback to local operations and collaborating with WFM teams.
Problem-solving skills to address scheduling conflicts or staffing shortages.
Ability to work collaboratively with both internal teams and external partners.
Understanding of key workforce management metrics and their impact on operational performance.
Strong analytical skills with the ability to interpret short-term forecasts and staffing data.
Understanding of scheduling principles and best practices for optimizing resource allocation.
Ability to analyze schedule adherence reports and identify areas for improvement.
Strong communication skills for providing feedback to local operations and collaborating with WFM teams.
Problem-solving skills to address scheduling conflicts or staffing shortages.
Ability to work collaboratively with both internal teams and external partners.
Understanding of key workforce management metrics and their impact on operational performance.
Responsibilities
Short-Term Forecasting & Staffing Alignment
Analyze short-term volume forecasts provided by Workforce Management on a weekly basis.
Schedule available staffing to meet the forecasted volumes within the site's hours of operation.
Ensure schedules are in full alignment with the volume coverage required by Client.
Skillset Management & Compliance
Process skillset change requests as required by client, utilizing WFM and Real-Time Analysis data.
Ensure the WFM tool (Verint or new tool) reflects accurate agent skill assignments.
Deploy short-term forecasts within the WFM tool to reflect required volume coverage.
Schedule Adherence Monitoring & Feedback
Hourly check schedule adherence reports.
Analyze adherence data and raise relevant feedback to local operations regarding any deviations or trends.
Ensure the weekly schedule is maintained and followed, updating it as necessary.
Analyze short-term volume forecasts provided by Workforce Management on a weekly basis.
Schedule available staffing to meet the forecasted volumes within the site's hours of operation.
Ensure schedules are in full alignment with the volume coverage required by Client.
Skillset Management & Compliance
Process skillset change requests as required by client, utilizing WFM and Real-Time Analysis data.
Ensure the WFM tool (Verint or new tool) reflects accurate agent skill assignments.
Deploy short-term forecasts within the WFM tool to reflect required volume coverage.
Schedule Adherence Monitoring & Feedback
Hourly check schedule adherence reports.
Analyze adherence data and raise relevant feedback to local operations regarding any deviations or trends.
Ensure the weekly schedule is maintained and followed, updating it as necessary.
Skills Required
Real time Analyst- Team Lead- Chennai/Indore
ITES/BPO/KPO
B. COM
Full Time, Permanent
Key Skills
- REAL TIME ANALYSIS
- REAL TIME ANALYST
- VERINT
- WFM
- WFM
- WORKFORCE MANAGEMENT
- PLANNING
- SCHEDULING
Other Information
GO/JC/995/2025
Marilakshmi S
