WFM Real Time Analyst
Gratitude IncWFM Real Time Analyst
Job Description
Key Skills
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Former employee of Teleperformance – not eligible for rehire, either direct or through a third party
Job Summary
The RTA manages intraday workforce performance to ensure optimal staffing, SLA compliance, and service continuity. The role supports CE operations by monitoring real time queues and coordinating with Operations leaders.
Key Responsibilities
•Monitor real time adherence, occupancy, and service levels across queues.
•Execute intraday adjustments to staffing, schedules, and skilling.
•Communicate real time risks, gaps, and recommendations to Operations.
•Track and report intraday performance and deviations from forecast.
•Support ramp readiness and new hire integration.
Qualifications
•Bachelor’s degree or equivalent experience.
•Minimum 12 months experience in Workforce Management or real time support.
•Strong analytical and multitasking abilities.
•Familiarity with WFM tools, queues, and CE SLA environments.
•Strong technical background in BPO (Must have)
Recruitment Process :
Recruitment Interview, Assessment, Hiring Manager Interview.
PLEASE ANSWER THESE QUESTIONS AND SEND THE ANSWERS TO MY EMAIL, JEMOMBOYA@GMAIL.COM
Pre-screening notes:
Educational attainment:
Years of experience as WFM RTA
Technical experience:
Last drawn salary:
Expected salary:
Role
WFM
Timings
Flexible (Permanent)
Industry
IT-Hardware & Networking
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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