WFM Real Time Analyst
Gratitude IncWFM Real Time Analyst
Job Description
Key Skills
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Roles & Responsibilities
•Track agent adherence and availability status across CRM and workforce management dashboards, identifying and responding to off-phone or off-queue deviations that affect staffing coverage and queue health.
•Proactively escalate staffing shortfalls, unexpected volume spikes, or prolonged queue backlogs to Operations leadership and team leads, recommending intraday adjustments to recover service levels.
•Monitor real-time metrics including average handle time (AHT), average speed of answer (ASA), abandonment rate, service level percentage, and concurrent ticket volume, escalating anomalies with documented context.
•Manage break, lunch, and offline activity scheduling in real time to minimize service level impact while ensuring compliance with labor policy and agent welfare standards.
Kindly answers the following pre-screen question :
Educational attainment:
Years of experience as WFM RTA
Technical experience:
Last drawn salary:
Expected salary:
Role
Customer Success Specialist
Timings
Night Shift (Permanent)
Industry
BPO
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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