Job Description

The Real-Time Analyst (RTA) is responsible for monitoring, analyzing, and managing workforce performance in real time to ensure service level (SL), occupancy, shrinkage, and productivity targets are consistently met across all sites for the campaign. The RTA provides immediate support for Operations, identifies performance gaps, recommends corrective actions, and ensures optimal staffing across queues in a fast-paced environment.

Real-Time Monitoring & Queue Management

• Monitor call/chat/email queues, agent availability, and service level performance in real time.
• Manage intraday staffing levels to ensure SL adherence (e.g., re-skilling, break optimization, overtime/offline time adjustments).
• Track and respond to spikes, outages, or operational issues impacting performance.

Intraday Management

• Coordinate with Team Leads and Managers to communicate staffing adjustments, schedule changes, or performance issues.
• Execute intraday plans such as calling employees in/out, adjusting schedules, or rebalancing agents across channels.
• Monitor and report attendance, log-ins/log-outs, and schedule adherence.

Reporting & Analysis

• Generate and maintain intraday, hourly, and end-of-day (EOD) performance reports.
• Track KPIs such as ASA, AHT, SLA, shrinkage, occupancy, and FTE utilization.
• Identify trends impacting performance and escalate risks or deviations to WFM leadership.

Tools & System Management

• Operate WFM and ACD tools (e.g., Verint, NICE, Genesys, Avaya, Five9, Amazon Connect).
• Ensure accuracy of real-time dashboards, skilling configurations, and routing logic.
• Troubleshoot system or performance anomalies and escalate technical issues.

Communication & Coordination

• Serve as point of contact between WFM and Operations for real-time updates and escalations.
• Communicate major performance impacts such as outages, unusual call patterns, or staffing shortages.
• Provide guidance to Operations during peak periods or service disruptions.

Education & Experience

• Bachelor’s degree preferred or equivalent work experience.
• 1–3 years experience in Workforce Management, BPO operations, or call center environments.
• Experience with WFM tools and call routing systems is highly desirable.

Skills & Competencies

• Strong analytical and problem-solving skills.
• Ability to work under pressure and make quick, data-driven decisions.
• Excellent communication skills (written and verbal).
• Proficiency in MS Excel and real-time dashboards.
• Strong attention to detail and accuracy.