Real Time Workforce Management Analyst

About the role

Etraveli Group is seeking a Real Time Analyst to join its Workforce Management (WFM) team in Mumbai. You will monitor and optimise real‑time performance of both in‑house contact centres and vendor operations, ensuring service levels are met and operational efficiency is maximised.

Key responsibilities

• Monitor queue levels, AHT assumptions and shrinkage factors, reporting significant deviations to Operations and WFM leadership.
• Drive real‑time performance for in‑house contact centres and vendors, including skilling and priority adjustments.
• Approve and plot real‑time schedule exceptions and produce accurate intraday reports.
• Simulate scenarios, develop contingency plans for unexpected events and execute them as needed.
• Conduct root‑cause analysis, recommend overtime, and provide ad‑hoc data and analysis requests.

Required profile

• Minimum 1.5 years of experience as a Workforce Management Analyst.
• Excellent written and verbal communication skills.
• Strong interpersonal abilities to facilitate cross‑geographic interaction.
• Proficiency with MS Office (Word, Excel) and Google Sheets.
• Graduate degree in any stream.

Required skills

• Experience with WFM tools.
• Knowledge of Genesys Purecloud (preferred).
• Advanced Excel and Google Sheets skills.
• Analytical capability for data‑driven decision making.