About the Role
We are looking for an analytical and detail‑oriented Workforce Management Real‑Time Analyst (RTA) to support a premium healthcare account. The ideal candidate has 2–3 years of experience in intraday management, queue monitoring, and WFM reporting—ideally within a BPO or healthcare support environment. This role ensures that performance targets are met while supporting operations with accurate data and insights.
Key Responsibilities
Real-Time Monitoring & Intraday Support
Monitor real-time queues, SL, AHT, wait times, adherence, staffing, and shrinkage.
Execute real-time actions (OT/VTO, schedule adjustments, break moves, re-skilling).
Manage agent profiles, routing, and skilling across multiple healthcare lines of business.
Identify risks to service level and escalate to WFM and Operations leaders promptly.
Reporting & Performance Analytics
Build and maintain accurate dashboards and interval, daily, and weekly WFM reports.
Analyze performance trends (SL, volu...
Key Responsibilities
Real-Time Monitoring & Intraday Support
Monitor real-time queues, SL, AHT, wait times, adherence, staffing, and shrinkage.
Execute real-time actions (OT/VTO, schedule adjustments, break moves, re-skilling).
Manage agent profiles, routing, and skilling across multiple healthcare lines of business.
Identify risks to service level and escalate to WFM and Operations leaders promptly.
Reporting & Performance Analytics
Build and maintain accurate dashboards and interval, daily, and weekly WFM reports.
Analyze performance trends (SL, volu...
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