Job Summary
We are seeking a proactive and detail-oriented Real-Time Analyst (RTA) to oversee live operational performance and ensure service levels are consistently met. This role is critical in monitoring real-time metrics, identifying risks, and executing immediate action plans to protect customer experience, productivity, and business objectives.
The ideal candidate is analytical, decisive under pressure, and able to communicate effectively with Client, operations and leadership teams.
Key Responsibilities
- Monitor real-time performance metrics including Service Level, AHT, Occupancy, Adherence, and Queue Health
- Analyze intraday trends and identify performance risks
- Execute real-time action plans (e.g., schedule adjustments, offline management, VTO/OT recommendations)
- Communicate performance updates, risks, and mitigation strategies to Operations and Leadership
- Partner with Client, Supervisors and Managers to address adherence gaps and staffing challenges
- Generate and distribute intraday and end-of-day performance reports
- Escalate system issues or operational risks in a timely and professional manner
- Support continuous improvement initiatives to enhance forecasting accuracy and workforce efficiency
Qualifications
- English proficiency: B2+ or higher
- Minimum 1 year of experience in Real-Time Monitoring, Workforce Management, or Analytics
- Strong analytical and problem-solving skills
- Ability to make data-driven decisions in high-pressure environments
- Excellent verbal and written communication skills
- Strong organizational and multitasking abilities
- Ability to work independently with minimal supervision
- Adaptability in a fast-paced and dynamic environment
- Strong work ethic and accountability
- Proficiency in Microsoft Office (Excel required; advanced formulas preferred)
- Experience with WFM and operational tools (e.g., Assembled, Zendesk, 5nine, or similar platforms)
- Familiarity with reporting dashboards and data analysis
- Strong stakeholder management skills
- Client-facing communication experience
- Experience in contact center or BPO environments
- Understanding of workforce planning fundamentals
Technical Skills