Real-Time WFM & 3P Governance Analyst

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 .

• 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