WFM Real-Time Analyst (RTA / RTM – Governance Monitoring)

We’re Hiring: WFM Real-Time Analyst (RTA / RTM – Governance Monitoring) 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 (3P) vendors to ensure compliance with agreed-upon Service Level Agreements (SLAs). Identify and escalate any deviations from SLAs or other issues that may impact overall service quality. Collaborate with the WFM Operations team to develop and maintain a comprehensive governance framework for 3P vendor management, ensuring alignment with HCLTech’s global standards and best practices. Develop and maintain dashboards, reports, and analytics to track key performance indicators (KPIs) and metrics related to 3P vendor performance. Provide expert-level support to the WFM Operations team in resolving issues related to 3P vendors, including root cause analysis, issue resolution, and process improvements. Stay up-to-date with industry trends, best practices, and regulatory requirements to ensure HCLTech’s 3P vendor management processes remain compliant and effective. What We Offer Competitive compensation package Comprehensive benefits program Opportunities for professional growth and development Collaborative and dynamic work environment