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Workforce Management Real Time Analyst

Conduent • English: B2 • Microsoft Excel • 9 days ago

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Location

In office (Bengaluru)

Confirmed on the employer's own hiring board on Oct 14, 2026. First seen by Alion on Oct 5, 2026. Conduent scores B on the Alion truth index.

Overview

Company

Impact

Profile match

Conduent

Conduent is a business process services company headquartered in Florham Park, New Jersey, that runs customer experience, finance and accounting, HR and payroll, document processing and claims operations for corporations and government agencies. Spun off from Xerox in 2017 and listed on Nasdaq, it also manages Medicaid, child support, government payments, transit fare and toll systems, with delivery centers across the United States, India, the Philippines, Guatemala, Jamaica and Europe. It hires remote and on-site customer service and benefits call center representatives, accounting and payroll associates, trainers, data entry staff and application engineers.

conduent.com • HQ: Florham Park, United States • Payroll Services • Business Process Outsourcing (BPO) • 1001-5000 employees • Est. 2017

Tech stack of Conduent

Workforce Management Real Time Analyst (RTA)

Job Summary

The Workforce Management (WFM) Real Time Analyst is responsible for monitoring real-time contact center performance, workforce adherence, and staffing levels to maximize operational efficiency and service delivery. The role supports intraday workforce management by analyzing performance trends, identifying staffing gaps, and partnering with Operations to achieve service level objectives and key business metrics.

Key Responsibilities

Monitor real-time agent productivity, attendance, schedule adherence, and queue performance.
Manage intraday staffing through schedule exceptions, shrinkage management, and workforce adjustments.
Collaborate with Operations and WFM leadership on staffing and scheduling changes.
Prepare and distribute real-time performance reports and insights.
Identify and escalate service level risks, outages, and volume fluctuations.
Support workforce optimization initiatives and other assigned duties.

Qualifications

Minimum Graduation required.

Contact center experience preferred.

Strong Business English communication skills.

Willingness to work flexible schedules in a 24x7 environment.

Technical Skills

NICE IEX, Verint, Genesys, CMS or similar WFM tools.
Microsoft Excel or Google Sheets proficiency.
Basic Windows/macOS computer skills.

Core Competencies

Analytical thinking and problem solving
Communication and stakeholder management
Time management and prioritization
Attention to detail

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