About the RoleWe are looking for a proactive and detail-oriented Real Time Analyst (RTM) to join our Workforce Management team. The RTM will be responsible for real-time queue monitoring, ensuring service level achievement, and managing intraday performance for our travel accounts.If you are analytical, fast in decision-making, and comfortable working in a dynamic 24/7 environment, this role is for you.Key ResponsibilitiesMonitor real-time performance (SL, AHT, ASA, Queue Health).Track agent adherence and manage schedule compliance.Identify performance gaps and escalate issues promptly.Coordinate with Operations and Team Leaders to maintain service levels.Assign and manage intraday tickets.Prepare and share real-time and end-of-day reports.Support workforce adjustments based on call volume fluctuations.Work closely with WFM and Operations teams to optimize staffing.Requirements1–3 years of experience in Workforce Management / Real-Time Monitoring.Previous experience in BPO or contact center environment is a must.Strong knowledge of Excel (formulas, reporting, data analysis).Experience using WFM tools such as Genesys, Avaya, NICE, or similar platforms.Strong analytical and problem-solving skills.Excellent communication skills.Ability to work under pressure and handle urgent situations.English proficiency is requiredWhat We OfferCompetitive salary package.Career growth opportunities within WFM (Planner / WFM Specialist path).Dynamic and supportive work environment.Exposure to international travel accounts.