Job Description
We’re Hiring: WFM Real-Time Analyst (RTA / RTM – Governance Monitoring) At
HCLTech
, we’re looking for a
detail-driven and highly accountable WFM Real-Time Analyst
to oversee and govern third-party (3 P) operations in a fast-paced, SLA-driven environment.
This role is ideal for someone with hands-on
real-time / intraday management experience
who can confidently
monitor vendor performance, challenge execution, and drive accountability
.
What You’ll Do
Monitor real-time performance of third-party operations against
SLAs, staffing plans, and intraday targets Track key metrics such as
service level, shrinkage, productivity, and attendance Validate and govern intraday actions from vendors (
schedule adherence, OT, VTO, staffing adjustments
) Identify and proactively escalate
performance risks, gaps, or SLA deviations Act as a
control and escalation point
for execution issues and non-compliance Maintain detailed documentation of
intrad...
HCLTech
, we’re looking for a
detail-driven and highly accountable WFM Real-Time Analyst
to oversee and govern third-party (3 P) operations in a fast-paced, SLA-driven environment.
This role is ideal for someone with hands-on
real-time / intraday management experience
who can confidently
monitor vendor performance, challenge execution, and drive accountability
.
What You’ll Do
Monitor real-time performance of third-party operations against
SLAs, staffing plans, and intraday targets Track key metrics such as
service level, shrinkage, productivity, and attendance Validate and govern intraday actions from vendors (
schedule adherence, OT, VTO, staffing adjustments
) Identify and proactively escalate
performance risks, gaps, or SLA deviations Act as a
control and escalation point
for execution issues and non-compliance Maintain detailed documentation of
intrad...