FinCrime-RTA-Senior

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RTA / WFM Analyst (Financial Services Managed Services)

Role Summary

The RTA/WFM Analyst will be responsible for forecasting, capacity planning, scheduling, and real-time adherence (RTA) for Financial Services Managed Services operations. This role ensures service levels (SLAs) are consistently met through proactive workforce planning and intraday management. The analyst will work closely with Service Delivery MIS teams and operations leadership to provide accurate staffing models and real-time performance governance.

Key Responsibilities

• Build volume and workload forecasts (short-term and long-term) using historical data and business drivers for Financial Services operations.
• Create capacity plans and schedules for agents, ensuring optimal staffing and SLA compliance.
• Monitor real-time adherence (RTA) and take corrective actions to maintain service levels.
• Conduct intraday management—reforecasting, shrinkage management, overtime planning, and recovery actions.
• Partner with delivery teams to track KPIs such as SLA attainment, AHT, and occupancy.
• Publish daily/weekly WFM reports and dashboards for leadership visibility.
• Collaborate with MIS teams for accurate data sourcing and validation.
• Provide insights and recommendations for staffing optimization and cost efficiency.

Required Qualifications & Skills

• Experience: 3–7 years in WFM/RTA within Financial Services Managed Services or similar regulated environments.
• Strong knowledge of workforce management principles, SLA governance, and operational KPIs.
• Hands-on experience with WFM tools (e.g., Verint, Genesys, Aspect, Calabrio) and advanced Excel.
• Familiarity with compliance requirements in Financial Services (e.g., data privacy, regulatory SLAs).
• Excellent analytical and communication skills; ability to work in high-pressure environments.

Tools & Certifications (Preferred)

• WFM platforms: Verint, Genesys, Aspect, Calabrio; Excel; Power BI for reporting.

Behavioural Competencies

• Attention to Detail: Ensures accuracy in forecasts and schedules.
• Proactive Mindset: Anticipates SLA risks and acts quickly to mitigate.
• Collaboration: Works closely with MIS and operations teams for seamless execution.
• Resilience: Handles real-time escalations calmly and effectively.
• Analytical Thinking: Uses data to drive staffing decisions and optimize performance.

Success KPIs

• Forecast accuracy for volumes and staffing.
• Schedule efficiency and adherence compliance.
• Service Level attainment across Financial Services operations.
• SLA breach prevention.
• Cost per FTE optimization and stakeholder satisfaction.

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