"Real-Time Analyst (RTA) – Workforce Management (WFM), BPO Position Overview The Real-Time Analyst (RTA) at NTT DATA plays a key role in ensuring smooth delivery operations by monitoring real-time contact center performance, managing staffing, and optimizing service levels across client accounts. This role requires strong analytical skills, quick decision-making, and effective coordination with operations and WFM teams. Key Responsibilities Real-Time Monitoring & Management • Monitor queues, volumes, SLAs, AHT, agent states, and other real-time metrics. • Take timely actions to address spikes, backlogs, or staffing gaps. • Execute intraday adjustments such as OT/VTO, break shifts, and skill changes. • Communicate real-time performance updates to operations leaders. Intraday Management • Compare actual performance with forecast and staffing plans. • Recommend actions to improve service levels and occupancy. • Coordinate with supervisors to resolve adherence and shrinkage issues. • Update schedules and intraday plans based on operational requirements. Reporting & Documentation • Publish hourly, intraday, and end-of-day reports. • Maintain logs for system outages, staffing changes, and actions taken. • Provide insights to improve forecasting accuracy and resource planning. Communication & Collaboration • Work closely with WFM Schedulers, Forecasters, and Reporting Analysts. • Partner with operations, QA, and leadership teams to understand performance drivers. • Notify stakeholders of technical issues or external factors affecting delivery. Tools & Systems Experience • Verint, NICE, Genesys, IEX, Calabrio, Aspect, ServiceNow, MS Teams, Excel, Power BI. Required Qualifications • 1–3 years of RTA/WFM experience in a BPO or contact-center environment. • Strong understanding of SL, AHT, ASA, Occupancy, Shrinkage, Adherence. • Proficiency with Excel (PivotTables, formulas). • Strong communication and coordination skills. • Ability to work under pressure with quick decision-making abilities. Preferred Qualifications • Multi-skill or multi-channel environment experience. • Understanding of forecasting and scheduling concepts. • Experience with dashboards (Power BI/Tableau). • Familiarity with global delivery models. Key Competencies • Analytical thinking • Attention to detail • High sense of urgency • Stakeholder management • Time management Summary The Real-Time Analyst ensures service levels and operational stability by actively monitoring and adjusting workforce distribution in real time. This role is essential in enabling smooth delivery and meeting client expectations. "