Job Summary The Real-Time Analyst (RTA) is responsible for managing real-time floor operations to ensure service level targets are met, agent productivity is optimized, and staffing costs are minimized. Key Responsibilities • Manage real-time adherence, staffing, and intraday performance • Coordinate with the JAM and India WFM team for real-time processes and best practices • Monitor and adjust schedules, breaks, and PTOs dynamically based on volume and performance • Reforecast intraday demand (IDP) every 2–3 hours as needed • Handle skill-based routing and real-time skill adjustments • Send realtime reports daily covering SL/Workrate, AHT, staffing, and more • Participate in client and internal meetings to provide staffing insights • Manage outages, system issues, and escalate abnormalities to stakeholders