Job Title: Real-Time Analyst (RTA) - Workforce Management

Company: HGS
Location: Bommanahalli, Bangalore
Experience: 1-3 Years
Salary: ?3.0-4.5 LPA
Work Mode: Work from Office - 5 Days
Shift: Night Shift / Rotational
Joining: Immediate Joiners Preferred

Job Summary

HGS is looking for an entry-level Real-Time Analyst (RTA) to join the Workforce Management team. Candidates should have experience in an International BPO/Call Center with a strong understanding of contact center operations, WFM fundamentals, and basic Excel.

Key Responsibilities

• Monitor real-time contact center operations and agent activities.
• Track key WFM metrics such as Service Level, ASA, AHT, Abandon Rate, Occupancy, Adherence, and Shrinkage.
• Monitor agent states including Available, Break, Lunch, Training, ACW, and Offline.
• Identify real-time deviations and communicate issues to the WFM/Operations team.
• Maintain accurate reports and support daily WFM activities.
• Work with multiple systems and follow defined processes and schedules.

Required Skills

• 1-3 years of experience as an Agent in an International BPO/Call Center.
• Basic understanding of WFM and Contact Center Operations.
• Knowledge of Inbound, Outbound, Blended, Voice, Chat, Email, and Back Office processes.
• Good understanding of basic contact center metrics.
• MS Excel: SUM, AVERAGE, COUNT, COUNTIF, IF, VLOOKUP, Pivot Tables, Filters, Sorting, and Conditional Formatting.
• Excellent communication and analytical skills.
• Willingness to work in night shifts.
• Willingness to work from office 5 days a week.
• Strong interest in building a career in Workforce Management/RTA.

Interview Requirement

F2F interview required for shortlisted candidates. Immediate joiners preferred.