RTA Analyst
- Foundever
- 0 - 3 years
- Mumbai
- 4 days ago
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Job Description
Job Title Command Center Analyst, Workforce Management
Job Summary
The Command Center Analyst is responsible for managing workforce schedules and performance on the day of operations to ensure client KPIs are met. This role focuses on analyzing intraday trends, making proactive staffing and scheduling adjustments, and partnering with operations to optimize resource utilization. The analyst plays a critical role in balancing customer demand with available staffing, driving efficiency, and supporting operational decision-making.
Key Responsibilities
- Intraday Management
- Proactively recommend and implement intraday actions such as OT/VTO, skill changes, or break/lunch movements to maintain SLA.
- Evaluate and approve schedule change requests and coordinate with Intraday analyst to update systems accordingly
- Partner with schedulers and forecasters to highlight trends or discrepancies
- Performance Tracking & Reporting
- Analyze variances between forecast and actual performance (volumes, AHT, service levels).
- Identify root causes of intraday deviations and escalate major risks to Operations and WFM leadership.
- Provide actionable insights to improve forecasting accuracy and scheduling effectiveness
- Communication & Coordination
- Partner with operations leaders to drive schedule adherence and manage shrinkage in real-time.
- Serve as the liaison between Operations and WFM for real-time updates and escalations.
- Reporting & Documentation
- Generate and publish intraday and end-of-day reports summarizing performance, key metrics, and recovery actions taken.
- Maintain logs of intraday adjustments, escalations, and variance drivers for audit and continuous improvement.
Qualifications & Skills
- Bachelors degree preferred, or equivalent experience in contact center/WFM environment.
- 23 years experience in Workforce Management with focus on intraday or real-time operations.
- Solid understanding of workforce management processes (forecasting, scheduling, intraday management).
- Proficiency with WFM tools (NICE/IEX, Verint, Aspect, Genesys) and contact center reporting systems.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent communication, prioritization, and stakeholder management skills.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Subject Matter ExpertEmployement Type: Full timeContact Details:
Company: FoundeverLocation(s): Mumbai
Keyskills: Excel Real Time Analysis Verint Aspect WFM intraday global command center NICE Genesys RTA
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Foundever
SITEL is;* World€™s Leading BPO.* Handle 3 million contacts every day.* 60000 Employees Worldwide.* 145 centers in 27 countries. * 350 clients* 36 languages* Rated No.1 Contact Center Globally by the Black Book of Outsourcing, 2nd time in a row
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