Executive – Real-Time Analyst – Kolkata, West Bengal

Are you someone who thrives on minute-by-minute problem-solving and fast intraday decisions? Are you seeking a rewarding workforce or a real-time analyst (RTA) job in Kolkata in a global enterprise? Fusion CX is hiring Executives for Real-Time Analyst roles to keep live operations on track, monitor queues, and drive quick corrective action. This role is suited to people who enjoy immediate impact work and hands-on operational coordination in Kolkata, West Bengal.

Job Description:

About the Role

As an Executive – Real-Time Analyst, you will monitor call queues, agent statuses and multi-channel service levels in real time, produce intraday reports, and coordinate immediate staffing or schedule adjustments with WFM and operations teams to meet SLAs.

Key Responsibilities

•  Monitor voice, chat and email queues and agent availability in real time.
• Detect and act on variances between forecasted and actual performance.
• Produce intraday and end-of-day performance summaries.
• Communicate escalations and coordinate schedule edits with workforce planners.
• Capture and log real-time interventions and follow-ups clearly.
• Provide a short analysis of recurring intraday patterns for operational improvement.
  Note: Duties may evolve with business needs.

Job Requirements:

• Education: Graduation (mandatory).
• Experience: Minimum 1 year in real-time monitoring, WFM, or contact center operations.
• Sound knowledge of MS Office; comfortable with Excel.
• Flexible for night shifts; WFO model.
• Strong attention to detail, quick decision-making, and clear communication.

Why Join Fusion CX?

Join a fast-moving operations environment where every minute matters.

• Work where your intraday decisions immediately improve customer experience.
• Build operational instincts and WFM coordination skills in a high-tempo environment.
• Exposure to cross-functional operations and shared services teams.
• Clear growth path into WFM and analytics functions.

If you want a hands-on, real-time analyst or RTA job in Kolkata and to sharpen your operational responsiveness, apply now and join Fusion CX.