Executive – Workforce Management & Real-Time Analytics – Kolkata, India

Fusion CX is hiring an Executive – Workforce Management & Real-Time Analytics in Kolkata to monitor live operational performance, interpret workforce data, and respond quickly to changing business conditions. If you are looking for WFM jobs in Kolkata or Real-Time Analyst jobs in Kolkata, this is an opportunity to build your expertise where data, timing, and operational decision-making come together.

Job Description:

About the Role

As an Executive – Workforce Management & Real-Time Analytics, you will support real-time workforce and operational performance management by monitoring live metrics, identifying performance or staffing variations, and helping teams respond to changing intraday conditions. The role requires analytical thinking, attention to detail, and the ability to interpret live operational information and communicate relevant observations quickly. Fusion CX’s WFM & RTA function works at the intersection of forecasting, workforce alignment, and real-time analytics to keep operations agile and service performance on track.

Key Responsibilities

• Monitor real-time operational performance, including queues, agent availability and service levels.
• Track live performance against expected or forecasted operational requirements.
• Identify intraday variations, staffing gaps, and performance risks requiring attention.
• Analyze real-time performance metrics to understand operational trends and emerging issues.
• Support workforce and staffing adjustments based on changing intraday conditions.
• Prepare and maintain intraday performance reports and relevant operational summaries.
• Analyze performance data and provide actionable insights to support operational decisions.
• Coordinate with Operations and Workforce Management teams on real-time performance requirements.
• Communicate operational risks, performance variations, and required actions clearly and promptly.
• Maintain accurate records of real-time interventions, observations, and follow-ups.
• Support adherence to service-level and operational performance requirements.
• Contribute to improving workforce efficiency through data-backed observations and timely action.

Job Requirements:

Education

• Graduation.

Experience

• Relevant experience in Workforce Management, Real-Time Analysis, WFM/RTA, or a related contact center analytics function.

Skills & Competencies

• Strong analytical and problem-solving skills.
• Ability to interpret real-time performance metrics and operational data.
• Strong attention to detail.
• Ability to make timely, data-driven decisions.
• Good understanding of workforce management and real-time operational concepts.
• Ability to work with dashboards, reports, and performance metrics.
• Strong communication and coordination skills.
• Ability to work effectively in a fast-paced, metric-driven environment.
• Good proficiency in Microsoft Office tools, particularly Excel.

Work Details

Location: Kolkata, India

Work Mode: Work From Office (WFO)

Why Join Fusion CX?

WFM & RTA is where operational data becomes immediate action. Fusion CX’s current WFM and RTA function focuses on balancing demand and resources through forecasting, scheduling, and live analytics, while its Kolkata RTA roles emphasize real-time monitoring, intraday performance management, reporting, and coordination with Operations and workforce planners. For professionals seeking WFM or Real-Time Analyst roles in Kolkata, this role offers the opportunity to develop practical expertise in live operational analysis, workforce coordination, and performance management within a global CX organization.

What You’ll Gain

• Hands-on exposure to real-time workforce management.
• Experience working with live operational performance data.
• Stronger skills in intraday analysis and operational decision-making.
• Exposure to workforce planning and operational coordination.
• Experience working with dashboards, reports, and performance metrics.
• A deeper understanding of how staffing and performance decisions influence service delivery.
• Opportunity to build a long-term career within Fusion CX’s WFM and RTA function.

Apply Today

If you are searching for WFM jobs in Kolkata, Real-Time Analyst jobs in Kolkata, Workforce Management Executive jobs, or RTA careers, bring your analytical thinking, attention to detail, and ability to act decisively to Fusion CX. Apply today and join the team that keeps workforce performance moving in the right direction.