WFM Executive – Real-Time Analyst (RTA) – Siliguri, India

In a live operations environment, every second impacts service levels. If you are exploring jobs in Siliguri in workforce management or real-time operations, this role puts you at the center of decision-making where your actions directly influence performance. Fusion CX is hiring a WFM Executive – Real-Time Analyst (RTA) to manage real-time operations across voice, chat, and email channels. This is an ideal opportunity for candidates looking for WFM jobs in Siliguri, RTA jobs in BPO, or call center operations roles with strong exposure to live performance management.

Job Description:

About the Role

As a WFM Executive – Real-Time Analyst (RTA), you will be responsible for monitoring live queues, managing agent adherence, and ensuring service levels are consistently met.  You will work closely with operations and team leaders to respond to real-time changes in demand, minimize service risks, and maintain operational efficiency across channels.

Key Responsibilities

• Monitor call, chat, and email queues in real time
• Track volumes, Average Handle Time (AHT), and Service Level Agreements (SLAs)
• Identify traffic spikes or drops and take immediate corrective action
• Manage real-time adherence (RTA), including login/logout, breaks, and shrinkage
• Monitor occupancy and optimize resource utilization
• Generate and share hourly and intraday performance reports
• Highlight risks to service levels and recommend actionable solutions
• Reallocate agents across queues or skill sets based on demand
• Coordinate with Team Leaders and Operations teams to manage backlogs and priorities

Job Requirements:

Qualifications & Experience

• Education: Graduate (mandatory)
• Experience in RTA, WFM, or call center operations preferred
• Basic understanding of workforce management and contact center metrics

Key Skills

• Strong analytical and real-time decision-making skills
• Good understanding of AHT, SLA, adherence, and occupancy metrics
• Ability to multitask and manage high-pressure situations
• Strong communication and coordination skills
• Proficiency in MS Excel and reporting tools
• Attention to detail and ability to act quickly on operational changes

Work Details

Location: Siliguri, West Bengal, India
Work Mode: Work From Office (WFO)
Department: WFM & RTA

Why Join Fusion CX?

At Fusion CX, your role is not just about monitoring numbers—it’s about keeping operations running smoothly in real time.

• Work in a role where your decisions create immediate operational impact
• Build strong expertise in real-time workforce management and analytics
• Be part of a team that values precision, speed, and accountability
• Gain exposure to multi-channel operations across voice, chat, and email
• Grow your career in a global CX organization that supports learning and progression

Apply Now

If you are looking for WFM jobs in Siliguri, RTA roles, or call center operations jobs, this is your opportunity to step into a high-impact role. Apply now and be part of a team that keeps performance on track, every minute of the day.