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 DoMonitor real-time performance of third‐party operations against SLAs, staffing plans, and intraday targetsTrack key metrics such as service level, shrinkage, productivity, and attendanceValidate and govern intraday actions from vendors (schedule adherence, OT, VTO, staffing adjustments)Identify and proactively escalate performance risks, gaps, or SLA deviationsAct as a control and escalation point for execution issues and non-complianceMaintain detailed documentation of intraday actions, issues, and outcomesSupport performance reviews with data‐driven insights on intraday execution gapsWhat We're Looking ForStron...