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 intraday actions, issues, and outcomes Support performance reviews with data‑driven insights on intraday execution gaps What We’re Looking For Strong understanding of WFM real‑time (RTA/RTM) and intraday management Experience monitoring or governing vendor / third‑party operations High attention to detail and strong communication & escalation skills Ability to interpret real‑time data and make quick, risk-based decisions 1–3+ years in WFM RTA/RTM or operations monitoring roles Experience in contact center or BPO environments Exposure to multi‑vendor or outsourced delivery models #J-18808-Ljbffr