Job Description

Job Title: Real Time Analyst - WFM Team
Location: Mahape, Mumbai (On-site from Day 1)About the RoleJoin our client, aFortune 500 telecommunications leader, as a Real Time Adherence Analyst. You will monitor workforce KPIs in real time usingAlvaria, Cisco, and Aceyustools to optimize contact center performance. Your role ensures service levels, occupancy, and customer satisfaction by adjusting staffing, approving OT/VTO, and reacting swiftly to outages or call volume spikes.Key ResponsibilitiesMonitor real-time adherence and workforce metrics to meet service level targets.Proactively communicate with stakeholders via IM, email, or phone to resolve staffing gaps.Adjust schedules, manage exceptions (call-outs, shift changes), and approve OT/VTO.Respond to outages, emergencies, and unplanned events with data-driven decisions.Maintain outage logs, generate reports, and escalate non-compliance to supervisors.Collaborate cross-functionally to align staffing with forecasted demand.QualificationsTechnical Skills:1+ years of analytical experience in acall center environment.Proficiency inMS Excel(pivot tables, graphs) and workforce tools (Alvaria, Cisco, Aceyus).Ability to analyze real-time data, forecast trends, and prioritize tasks under pressure.Non-Technical Skills:Strong written/oral communication and client-facing experience.Problem-solving mindset with minimal supervision.Flexibility fornight shiftsin Mumbai.High school diploma or equivalent (technical training preferred).Why Join Eastvantage?xf0x9fx8cx9fImpactful Work:Drive performance for a top U.S. telecom giant.xf0x9fx92xbcGrowth:Professional development in a global, inclusive culture.xe2x9ax96xefxb8x8fBalance:Competitive pay, health benefits, and work-life harmony.xf0x9fxa4x9dCollaboration:Join a team-centric environment across 5+ countries.About Us:
Eastvantage is a trusted global BPO partner with European roots, fostering 1,200+ employees worldwide. We create careers that inspire growth and innovation.Ready to optimize the future of connectivity? Apply now!Eastvantage is an equal opportunity employer. We celebrate diversity and are committed to inclusion.

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