Job Description
We’re Hiring: WFM Real-Time Analyst (RTA / RTM – Governance Monitoring)
AtHCLTech, we’re looking for adetail-driven and highly accountable WFM Real-Time Analystto oversee and govern third-party (3 P) operations in a fast-paced, SLA-driven environment.This role is ideal for someone with hands-onreal-time / intraday management experiencewho can confidentlymonitor vendor performance, challenge execution, and drive accountability.What You’ll DoMonitor real-time performance of third-party operations againstSLAs, staffing plans, and intraday targets
Track key metrics such asservice level, shrinkage, productivity, and attendance
Validate and govern intraday actions from vendors (schedule adherence, OT, VTO, staffing adjustments)
Identify and proactively escalateperformance risks, gaps, or SLA deviations
Act as acontrol and escalation pointfor execution issues and non-compliance
Maintain detailed documentation ofintraday actions, issues, and outcomes
Support performance re...
AtHCLTech, we’re looking for adetail-driven and highly accountable WFM Real-Time Analystto oversee and govern third-party (3 P) operations in a fast-paced, SLA-driven environment.This role is ideal for someone with hands-onreal-time / intraday management experiencewho can confidentlymonitor vendor performance, challenge execution, and drive accountability.What You’ll DoMonitor real-time performance of third-party operations againstSLAs, staffing plans, and intraday targets
Track key metrics such asservice level, shrinkage, productivity, and attendance
Validate and govern intraday actions from vendors (schedule adherence, OT, VTO, staffing adjustments)
Identify and proactively escalateperformance risks, gaps, or SLA deviations
Act as acontrol and escalation pointfor execution issues and non-compliance
Maintain detailed documentation ofintraday actions, issues, and outcomes
Support performance re...