Wfm real-time analyst (rta / rtm – governance monitoring)

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 intraday actions, issues, and outcomes - Su...