As a Real-Time Analyst (RTA), you will help ensure smooth day-to-day contact center operations by monitoring real-time performance, managing staffing risks, and coordinating immediate actions to maintain service levels and operational efficiency.
Key responsibilities
- Real-Time Monitoring & Intraday Management
- Monitor live contact center performance including queues, service levels, AHT, occupancy, and adherence
- Identify operational risks and proactively recommend corrective actions
- Take immediate action to mitigate SLA risks through staffing adjustments and queue management
- Track agent adherence and coordinate with Operations on schedule deviations
- Operational Coordination
- Communicate intraday performance updates, risks, and action plans to Team Leads, Operations Managers, and Workforce Management stakeholders
- Coordinate with Scheduling, Forecasting, and Operations teams to balance demand and staffing in real time
- Support incident management by assessing operational impact and coordinating response actions
- Ensure smooth execution of workforce plans throughout the day
- Reporting & Analysis
- Prepare and maintain real-time dashboards and operational reports
- Analyze intraday trends and identify opportunities to improve staffing efficiency and service performance
- Provide actionable insights and recommendations to improve operational performance
- Support continuous improvement initiatives within Workforce Management processes
- Performance & Service Delivery
- Help maintain target service levels and customer experience standards
- Support operational efficiency through proactive monitoring and rapid decision-making
- Contribute to improving real-time management processes, reporting accuracy, and communication flows
Requirements and expectations
Workforce Management / Contact Center Experience
- 1–3+ years of experience in Workforce Management, Real-Time Analysis, or contact center operations
- Strong understanding of contact center metrics such as SLA, AHT, occupancy, shrinkage, and adherence
Analytical & Technical Skills
- Strong analytical and problem-solving skills with the ability to make quick, data-driven decisions
- Proficiency in Excel or Google Sheets
- Experience with reporting tools, dashboards, or workforce management platforms is an advantage
Communication & Stakeholder Management
- Strong communication skills with the ability to clearly communicate operational risks and recommendations
- Ability to collaborate effectively with Operations, Team Leads, Scheduling, and Forecasting teams
Execution & Adaptability
- Ability to work in a fast-paced and dynamic operational environment
- Strong attention to detail and high sense of ownership
- Able to manage multiple priorities simultaneously
- Flexible to work shifts, weekends, or holidays when required