Real-Time Analyst (RTA)

Role Overview We are seeking a Real-Time Analyst (RTA) with strong data analysis capabilities to own workforce planning, real-time performance management, and leadership-level MIS for a US Call Center. This role blends WFM expertise with advanced Excel-driven data analysis, enabling informed decisions on staffing, productivity, cost control, and SLA delivery.

• Workforce Management &Real-Time Operations
• Forecast call / lead volumes and plan short & long-term manpower
• Create schedules, rosters, and shrinkage plans for US time zones
• Manage real-time adherence (RTA) and intraday adjustments
• Monitor absenteeism, utilization, OT/VTO, and occupancy
• Support new hire ramp-up and batch productivity tracking

  </li></ul> MIS, Reporting & Data Analysis (Core Focus)

  • Own Daily / Weekly / Monthly MIS for operations and leadership
  • Build advanced Excel-based dashboards and automated reports
  • Perform deep-dive data analysis on productivity, SLA, cost, and revenue trends
  • Analyze agent, team, and campaign-level performance patterns
  • Provide actionable insights and recommendations to Ops leadership
  • Ensure data accuracy across dialer, CRM, attendance, and HR systems
  • Support incentive modelling and performance improvement initiatives
  Stakeholder Collaboration
  • Partner with Operations, QA, Training, HR, and Leadership
  • Support hiring plans, attrition analysis, and capacity decisions
  • Participate in internal and client performance reviews as required

    </li></ul> Key Metrics Owned

    • Forecast Accuracy & Schedule? Adherence
    • Shrinkage, Utilization & Occupancy
    • SLA / Productivity Achievement
    • MIS Accuracy, Timeliness & Insight Quality </li></ul> Mandatory Requirements
      • 4?6 years? experience in WFM / MIS / Operations Analytics in an International Call Centre
      • Strong exposure to US night shift operations
      • Advanced MS Excel skills (Pivot Tables, VLOOKUP, formulas, dashboards)
      • Strong analytical mindset with ability to translate data into decisions
      • Hands-on experience in real-time monitoring & intraday management </li></ul> Great to Have & Required
        • Experience with Convoso and other prominent outbound dialers (Highly Preferred)
        • Exposure and excellent MS Excel, Power BI / Tableau
        • Outbound sales or revenue-driven process experience </li></ul> Why This Role
          • High-impact, data-driven decision-making role
          • Direct exposure to US clients and leadership
          • Clear growth path to WFM Lead / MIS Manager / Ops Analytics roles