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Job Title: Workforce Management (WFM) Real-Time Analyst Location: Noida Sec 135, WFO, Night Shifts, 5 days working Experience Required: 1–3 years in WFM / Real-Time Monitoring (BPO or Contact Center environment) Shift: Rotational / 24x7 (as per business needs) About the Role: The Real-Time Analyst (RTA) is responsible for monitoring and managing intraday performance, ensuring optimal staffing levels, adherence, and service level achievement across queues. The role demands strong analytical skills, quick decision-making, and effective communication to balance service levels and agent productivity. Required Skills and Qualifications: 1–3 years of experience as an RTA or similar role in a BPO or contact center. Strong knowledge of real-time monitoring tools (e.g., NICE IEX, Verint, Aspect, Genesys). Proficiency in MS Excel and reporting (pivot tables, lookups, charts). Excellent communication skills and ability to work under pressure. Strong understanding of call center metrics — SLA, AHT, shrinkage, occupancy, adherence, etc. Flexible with rotational shifts , including weekends and night shifts if required. Graduation is mandate WalkIn Drive location Details: Noida Sec 135, Tower 6, UG Floor, TELUS Digital - Contact Person (Rihan from TA)