Senior Executive – Workforce Management (WFM & RTA) – International Operations (WFO, Kolkata)

If you are exploring workforce management, or WFM analyst jobs in Kolkata that place you at the center of real-time decision-making, performance control, and service stability, this role offers hands-on ownership and visibility. Fusion CX is hiring a Senior Executive – WFM & RTA to support international operations by monitoring intraday performance, managing staffing variances, and ensuring service levels are protected across multiple channels. This opportunity is ideal for professionals targeting WFM analyst jobs in Kolkata who thrive in fast-paced environments where real-time actions directly impact operational outcomes.

Job Description

About the Role

As a Senior Executive – WFM & RTA, you will be responsible for real-time monitoring and intraday performance management across voice, chat, and email channels. The role requires continuous analysis of live metrics, rapid coordination with operations and planning teams, and clear communication to ensure KPIs, staffing levels, and service commitments are met consistently.

Key Responsibilities

Real-Time Monitoring

• Monitor live call queues, agent availability, and service levels across multiple channels
• Identify intraday performance deviations against forecasts and take corrective actions
• Track adherence, occupancy, and real-time staffing alignment

Reporting & Analysis

• Generate and distribute intraday and end-of-day performance reports
• Analyze real-time trends and performance patterns to identify risks and opportunities
• Provide actionable insights to improve efficiency and service delivery

Communication & Coordination

• Act as the primary point of contact for real-time performance issues and escalations
• Coordinate with workforce planners and operations teams to implement schedule adjustments
• Communicate staffing risks, service level impacts, and corrective actions clearly and timely

Job Requirements:

Education

• Graduation from a recognized institution

Experience & Skills

• Experience in Workforce Management, Real-Time Analysis, or RTA functions
• Strong understanding of intraday performance management and service level control
• Ability to work with real-time dashboards, reports, and performance metrics
• Strong analytical and problem-solving skills
• Clear communication and coordination ability across operations and support teams
• Comfort working in a dynamic, metric-driven, work-from-office environment

Work Mode

• Work From Office (WFO)
• Location: Kolkata

Why Join Fusion CX?

Fusion CX offers workforce management roles where decisions matter and impact is immediate. For professionals seeking workforce management jobs in Kolkata or looking to grow within WFM analyst jobs in Kolkata, this role provides structured exposure to real-time operations, cross-functional collaboration, and international service delivery environments. Employees gain visibility, accountability, and practical experience that strengthens long-term WFM and analytics career paths.