Team Leader – Real Time Analyst (WFM & RTA) – Gurugram, India

Are you looking for call center jobs in Gurugram where you can strengthen your workforce management expertise and lead real-time operations? Fusion CX is hiring a Team Leader – RTA for our domestic shared services division. If you’re exploring leadership roles in Gurgaon, Haryana or searching for WFM team leader jobs in Gurugram, this role offers a structured path to operational growth and people leadership.

Job Description:

About the Role

As a Team Leader – RTA, you will oversee real-time monitoring, intraday performance management, and optimal staffing across domestic processes. You will guide and support Real-Time Analysts, coordinate with operations and support teams, and ensure timely actions to maintain service level commitments. The role requires strong analytical skills, quick decision-making, and effective communication for smooth business continuity.

Key Responsibilities

• Monitor queue performance, call volumes, SL, AHT, shrinkage, and agent adherence in real time.
• Take corrective actions for intraday deviations, including overstaffing/understaffing and performance spikes.
• Manage skill-based routing, queue balancing, and work distribution.
• Lead, guide, mentor, and train the Real-Time Analyst team; allocate tasks and conduct performance reviews.
• Ensure team adherence to updated WFM and operational guidelines.
• Communicate intraday updates to Operations, Training, Quality, and HR.
• Coordinate break management, schedule adjustments, and shrinkage control.
• Proactively escalate risks impacting KPIs and service levels.
• Publish accurate intraday, hourly, and daily performance reports.
• Prepare dashboards on SL, occupancy, productivity, and adherence
• Conduct root-cause analysis for SL misses and propose corrective plans.
• Ensure compliance with WFM policies, SOPs, and governance norms.
• Maintain documentation of intraday activities and performance issues.
• Provide accurate RTA inputs for payroll and performance assessments.
• Act as the point of contact between Operations and WFM during live intervals.
• Partner with Ops managers to improve productivity and staffing alignment.
• Support escalations with data insights and analytic inputs.

Job Requirements:

• Graduation (any discipline).
• 2–4 years of RTA experience, with at least 1 year in a team lead or senior analyst role.
• Experience in a BPO/contact center environment is mandatory.
• Understanding of KPIs, including SL adherence, schedule adherence, real-time utilization metrics (AUX & break adherence), intraday forecast accuracy, and team capability development.
• Strong understanding of Workforce Management concepts (RTA, scheduling, forecasting).
• Hands-on experience with WFM tools such as Verint, NICE, Genesys, Avaya CMS, or Five9.
• Excellent analytical, numerical, and problem-solving skills.
• Strong verbal and written communication skills.
• Ability to handle pressure and make fast, data-driven decisions.
• Leadership capability with a people-first approach.

Why Join Fusion CX?

Lead and develop real-time operations in a dynamic domestic shared services environment as an RTA Team leader in Fusion CX in Gurugram.

• Strengthen your workforce management, analytics, and leadership capabilities.
• Work closely with operations, training, and quality teams to influence performance outcomes.
• Build expertise in real-time decision-making, staffing optimization, and operational continuity.
• Grow your career in a structured, performance-driven environment with clear progression pathways.

If you’re seeking call center jobs in Gurugram or exploring hiring in Gurgaon, Haryana, for WFM leadership roles, apply now and advance your career with Fusion CX.