Job Description
At HCLTech , we’re looking for a detail-driven and highly accountable WFM Real-Time Analyst to oversee and govern third-party (3P) 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 intraday actions, issues, and outcomes Support performance reviews with data‑driven insights on intraday execution gaps What We’re Looki...