Position Summary
The Senior Real-Time Analyst (RTA) plays a critical role in ensuring the smooth and efficient operation of the contact center or customer service center. This position is responsible for monitoring real-time performance, managing agent adherence, and ensuring that service level agreements (SLAs) are consistently met. The Senior RTA works closely with various operational teams (e.g., scheduling, workforce management, and operations) to identify performance trends, address issues as they arise, and support continuous improvement efforts.
Key Responsibilities:
Real-Time Monitoring:
- Continuously monitor inbound call volumes, agent availability, and performance in real-time to ensure that service levels and other KPIs are met.
- Analyze real-time data for trends, anomalies, or potential service issues, and escalate as needed.
- Provide real-time support to the operations team in adjusting staffing levels, breaks, and shifts to optimize performance.
Agent Adherence Management:
- Monitor agent adherence to schedules, including breaks, lunches, and off-phone activities.
- Identify and communicate adherence issues, providing real-time feedback to agents and supervisors.
- Investigate and report on deviations from scheduled activity, and implement corrective actions when necessary.
Performance Reporting:
- Develop and maintain real-time dashboards and reports to communicate current performance metrics and forecasts.
- Provide updates to management and stakeholders on performance against SLAs, KPIs, and any operational challenges.
Forecasting & Planning Support:
- Assist the Workforce Management team in the short-term forecasting of call volumes and staffing requirements based on real-time data.
- Analyze historical performance trends to help refine and improve future workforce management strategies.
Issue Resolution & Escalation:
- Identify potential issues that could impact the customer experience or operational efficiency (e.g., resource shortages, system failures) and escalate to the appropriate teams.
- Work with IT and technical support teams to quickly resolve any system outages or technical issues affecting performance.
Collaboration & Communication:
- Communicate regularly with supervisors, team leads, and managers to ensure that any real-time adjustments are understood and acted upon promptly.
- Work closely with the scheduling team to ensure that shifts, breaks, and PTO requests are aligned with current demand.
Continuous Improvement:
- Provide recommendations based on real-time performance data to help optimize agent productivity, improve processes, and enhance the customer experience.
- Contribute to process improvement initiatives, including developing best practices for real-time management.
Leadership:
- Oversee a team and make sure all reports and daily tasks are completed timely.
- Provide guidance and mentorship to junior RTAs, ensuring consistent application of best practices in monitoring, analysis, and scheduling.
Required Skills & Qualifications:
Experience:
- 3+ years of experience in a real-time analyst role, preferably in a contact center or customer service environment.
- Strong understanding of contact center operations, KPIs, SLAs, and workforce management principles.
- Experience with real-time monitoring software and reporting tools.
Skills:
- Strong analytical skills and the ability to interpret and present data clearly.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
- Ability to multitask and manage multiple priorities under pressure.
- Strong attention to detail and problem-solving abilities.
Technical Proficiency:
- Proficient in workforce management software (e.g., NICE, Verint, Aspect, or similar).
- High proficiency in MS Excel or other data analysis tools.
- Familiarity with call center platforms and routing systems.
Other Qualifications:
- Ability to work in a fast-paced, dynamic environment and handle stress effectively.
- Strong understanding of the customer service industry, including common challenges and how to mitigate them.