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