Summary
As a Real Time Analyst, you will be responsible for monitoring workforce performance and ensuring that staffing schedules align with actual business requirements.
The role involves analyzing forecasted contact volumes versus real-time activity, taking corrective actions, and keeping stakeholders informed about service levels and operational updates.
Company : Capgemini
Position : Real time analyst
Experience : minimum 1 years
Qualification : degree
Opening : 5
Salary Range: ₹60,000 to ₹3 LPA
Location: Noida
Key Responsibilities
- Monitor daily forecast against real-time volumes and make schedule changes when necessary
- Manage same-day scheduling changes such as leave or shift adjustments
- Track and report call traffic across all channels including inbound, outbound, chat, and email
- Provide timely communication to business teams regarding operational activities and staffing needs
- Collaborate with site operations to ensure smooth execution of workforce plans
- Support call center operations by addressing questions related to intraday performance and scheduling
Required Skills and Qualifications
- Graduate from a recognized institution
- 1–3 years of experience in workforce management or resource planning
- Strong knowledge of WFM tools such as Verint and Genesys Dialer
- Practical experience with multi-channel environments (voice, chat, email, blended processes)
- Solid understanding of workforce planning methodologies and intraday management
- Excellent communication skills, both verbal and written
Benefits of Joining Capgemini
At Capgemini, employees are encouraged to shape their careers with flexibility and support from a global network of professionals.
The organization emphasizes collaboration, innovation, and inclusivity, offering opportunities to learn and grow while contributing to impactful projects worldwide.
