Workforce Management Analyst – RTA

About This Opportunity

We are representing a confidential technology platform client in their search for a Workforce Management Real-Time Analyst based in India. This remote position plays a critical role in ensuring operational performance and service level delivery across contact center operations. You will be responsible for real-time and intraday workforce management, monitoring performance metrics, and making strategic adjustments to optimize staffing and meet key KPIs.

Responsibilities

• Monitor real-time performance and ensure alignment with service level targets and KPIs
• Manage intraday staffing by adjusting schedules and resource allocation as needed
• Track daily performance metrics and provide insights and recommendations to leadership
• Coordinate staffing levels to align with forecasted demand and operational requirements
• Execute contingency plans to address unexpected volume or staffing challenges
• Analyze performance data and provide actionable recommendations to improve efficiency and outcomes
• Facilitate real-time communication with stakeholders regarding performance risks and mitigation plans
• Conduct root cause analysis on forecast variances and performance gaps
• Manage schedule adjustments, exception requests, and escalations
• Ensure accuracy and reliability of reporting and WFM data

What We're Looking For

• Bachelor's degree or relevant coursework in mathematics, statistics, or a related field preferred
• 1+ years of experience in a contact center or workforce management environment
• Experience with RingCentral or CXOne is mandatory
• Working knowledge of workforce management principles and call center metrics (SLA, AHT, shrinkage, occupancy, etc.)
• Proficiency in Excel (formulas, data analysis); familiarity with database tools is a plus
• Experience with ACD systems and WFM tools (e.g., NICE, Verint, Genesys, etc.) preferred
• Strong analytical and problem-solving skills
• Excellent organizational and time management abilities
• Ability to multitask and prioritize in a fast-paced environment
• Proven experience working with US-based business teams
• Excellent written and communication skills in English
• Ability to work independently with minimal supervision
• A quiet workspace and internet connection of at least 30 Mbps download / 10 Mbps upload
• Must be available to work full overlap with US EST business hours (7:30 PM IST – 3:30 AM IST)

How We Work With You

When you apply through Get A Job.ai, our recruiting team will review your application and contact qualified candidates for an initial screening conversation. We'll discuss your background, experience, and career goals to ensure mutual fit. If we move forward together, we will submit your profile to our client for consideration and coordinate all interview scheduling. Please do not contact the client directly—all communication will flow through our talent team to ensure a smooth, professional process.

Pay

Pay via Get A Job.ai: 693,800 - 970,600 INR annually. A Night Shift Allowance of ₹130,000 annually is also applicable for this position. The client offers comprehensive benefits including medical insurance, accident insurance, retiral benefits, 12 company-paid holidays, 2 flexible holidays, privilege/earned leave, casual/sick leave, and paid maternity and paternity leaves.

Equal Opportunity

Get A Job.ai is committed to inclusive hiring practices. We welcome applicants from all backgrounds and evaluate candidates based on qualifications and merit. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.