Real-Time Monitoring (RTM) Analyst

Job Description: Real-Time Monitoring (RTM) Analyst

Job Overview

• Role: Real-Time Monitoring (RTM) Analyst
• Department: Workforce Management (WFM)
• Experience Required: 1–3 years of experience in contact center operations or WFM
• Work Location: Onsite — M3M Urbana Premium, Sector 67, Gurugram, Haryana 122101
• Shift Type: Rotational Shifts / 24x7 Operations (Includes weekends and holidays based on business demand)
• Work Schedule: 5 Days a week (Week offs allocated as per business requirements)

Purpose of the Role

The RTM Analyst plays a critical role in ensuring consistent service delivery across all lines of business (LOBs) within our contact center. By continuously monitoring intraday performance, staffing levels, and schedule adherence, you will drive real-time decisions that optimize workforce productivity and maintain strict service level agreements (SLAs). You will serve as the central hub for floor support, working in lockstep with Operations, Quality, and WFM planning teams.

Key Responsibilities & Accountabilities

• Queue & Performance Monitoring: Track real-time contact center activity across multiple queues, communication channels, and LOBs to consistently hit SLA targets.
• Adherence & Compliance: Monitor real-time agent schedule adherence, shrinkage, breaks, and general compliance metrics throughout the operating day.
• Intraday Adjustments: Manage real-time floor dynamics, adjusting for overtime (OT) requests, voluntary time off (VTO), and unexpected break re-scheduling.
• Risk & Floor Coordination: Proactively spot and flag risks to staffing levels or SLAs to operations management; coordinate with supervisors to mitigate sudden volume spikes.
• Reporting: Generate timely intraday performance reports updating teams on occupancy, absenteeism, ASA, and key operations metrics.
• Incident Management: Promptly escalate platform outages, tool defects, or infrastructural roadblocks that interfere with live floor production.
• WFM Partnership: Collaborate with core WFM planners and schedulers for intraday re-forecasting, capacity modifications, and active scenario auditing.

Required Skills & Qualifications

• Experience: 1–3 years within contact center operations or a specialized workforce management framework, with strong foundational exposure to real-time tracking.
• WFM Tool Ecosystem: Practical familiarity with industry-standard platform interfaces such as Genesys, NICE IEX, Verint, Aspect, Avaya, or similar applications.
• Core Metrics Mastery: A robust understanding of call center dynamics, specifically: SLA, AHT, ASA, Occupancy, and Shrinkage.
• Data & Analytics: Intermediate proficiency in MS Excel and reporting software; capability to read trends and extract actionable floor insights.
• Execution Strengths: High analytical prowess with an ability to make quick, logical decisions while remaining composed under heavy floor pressures.
• Omnichannel & Planning Exposure: Prior background handling multi-LOB or complex omnichannel systems alongside introductory exposure to long-term scheduling or capacity forecasting is highly advantageous.