Realtime Analyst

Key Responsibilities

1. Real-Time Monitoring & Queue Management

• Monitor real-time queues across:Inbound/Outbound voiceChat, Email, Back-office workstreams
• Track performance against key metrics:Service Level (SL)ASA, Queue depthAHT, Abandonment rate
• Ensure queues are balanced and staffed appropriately

1. Intraday Performance ManagementCompare actual performance vs forecast and schedule

• Identify variances and highlight risks proactively
• Execute immediate corrective actions to maintain SLAs:Skill reassignments
• Queue prioritizationTask redistribution

1. Adherence & Shrinkage Monitoring

• Track real-time schedule adherence at agent and team level
• Highlight non-adherence and coordinate with Operations for corrective action
• Monitor shrinkage (planned vs unplanned) and flag deviations

1. Real-Time Decision Making

• Recommend and execute intraday actions such as:Overtime (OT)Voluntary Time Off (VTO)
• Shift extensions or adjustments
• Manage contingencies during:Volume spikes
• System outages
• Staff shortages

1. Stakeholder Coordination

• Work closely with:Operations (Team Leaders / Managers)
• Scheduling and Planning teams
• Act as a bridge between WFM and Operations for real-time updates
• Communicate performance insights, risks, and action plans clearly

1. Reporting & Dashboards

• Publish intraday reports capturing:Service level trends
• Queue performanceAdherence metrics
• Maintain RTA trackers and dashboards using:ExcelWFM tools
• Provide timely updates at defined intervals (hourly/daily)

1. Tools & Systems

• Work on real-time monitoring using:Verint / Genesys / Aspect
• Ensure accuracy of real-time data feeds and dashboards
• Support automation and reporting enhancements

1. Governance & ComplianceEnsure adherence to:Client SLAs and KPIsoperational guidelines and governance

• Maintain logs of actions taken for audit and review purposes
• Graduate in any discipline
• 2–4 years of experience in WFM (RTA / Intraday management)
• Experience in BPO/contact center environment is mandatory
• Exposure to multi-channel operations (voice & digital) preferred
• US Rotational Night Shift