Real Time Analyst (RTA)

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