Real Time Analyst

Job Title: Real-Time Adherence (RTA) Analyst

Department: Workforce Management

Location: Bangalore

Job Summary: The Real-Time Adherence (RTA) Analyst plays a critical role in ensuring operational efficiency and adherence to schedules within our organization. This role involves real-time monitoring of agent activities, identifying deviations from schedules, and taking proactive measures to address them to optimize workforce utilization and maintain service levels.

Key Responsibilities:

• Monitor real-time adherence of agents to schedules using workforce management software.
• Identify and address deviations from schedules promptly, including late arrivals, extended breaks, and off-phone time.
• Communicate real-time adherence issues to supervisors and managers, providing actionable insights and recommendations to improve adherence performance.
• Collaborate with scheduling and forecasting teams to adjust schedules as needed to accommodate fluctuations in workload and optimize resource allocation.
• Generate real-time and historical reports on adherence performance, analyzing trends and identifying areas for improvement.
• Provide feedback and coaching to agents and supervisors on adherence best practices and performance improvement opportunities.
• Assist in the development and implementation of RTA policies, procedures, and initiatives to enhance workforce management effectiveness.

Qualifications and Skills:

• Bachelor's degree in Business Administration, Operations Management, or a related field preferred.
• Minimum 1 year of experience in a workforce management or contact center environment, with a focus on real-time monitoring and adherence.
• Proficiency in workforce management software, such as [mention specific software if applicable].
• Strong analytical skills with the ability to interpret data and trends effectively.
• Excellent communication and interpersonal skills, with the ability to communicate complex information clearly and concisely.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Detail-oriented with a focus on accuracy and attention to detail.
• Flexibility to work rotating shifts and weekends as needed.

Rotational Shift

At ContactPoint360, we are relentlessly focused on delivering exceptional customer experiences. As the fastest-growing BPO on the planet, with over 5,000 teammates across 10 global locations, we combine cutting-edge technology with innovative strategies to help our clients succeed. Our approach is simple: obsess over customers, think long-term, and build a team of smart, driven professionals who thrive in a high-growth, high-impact environment. We’re not just a service provider—we’re a partner in driving real results. ContactPoint360 is where innovation, execution, and customer obsession meet.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Our Purpose:

Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients’ customers into loyal advocates for life.