Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Job Description

Your role and responsibilities

The Real Time Analyst is responsible for monitoring and managing real-time call center operations to ensure service level targets, staffing requirements, and operational goals are achieved. This role involves analyzing intraday performance, making staffing adjustments, and coordinating with operations, leadership, and other support teams to address changes in call volume, absenteeism, and business needs.

Roles And Responsibilities

Real-Time Monitoring & Performance Management

Monitor live operational metrics (volume, SLA, AHT, queue, staffing levels)
Track real-time performance using tools like NICE and Clearview
Identify risks and take immediate action to maintain service levels

Onsite Visibility (Floor Support)

Conduct floor walks to validate real-time data vs actual agent activity
Cross check Agents marked available but not taking calls, long after-call work (ACW) times, unplanned breaks not reflected in tools
Identify unreported issues (system, attendance, behavior)
Engage directly with team leads and agents for quick resolution
Reinforce adherence, productivity, and accountability

Schedule & Intraday Management

Perform intraday schedule adjustments (breaks, lunches, offline activities)
Make quick adjustments (ex: move breaks, request overtime)
Optimize staffing based on real-time demand and forecast gaps
Flag and address non-adherence in real time
Support short-term scheduling and emergency staffing changes
Coordinate with workforce planning for schedule improvements
Compare actual performance vs forecast

Skill Assignment Management

Modify and assign agent skills in the system based on queue requirements and business priorities
Ensure correct skill distribution to balance workload across queues
Adjust skill assignments in real time during volume fluctuations

Agent Profile Management

Create and update agent profiles in workforce/contact center systems
Maintain accurate agent data such as:

Skills and proficiencies
Schedules and shift patterns
System access and group assignments

Ensure all agent configurations support operational requirements

Reporting & Data Analysis

Generate intraday and end-of-day reports on:

SLA performance
Staffing vs demand
Adherence and productivity

Provide insights and actionable recommendations
Share real-time updates and performance summaries with the Leadership team

Communication & Coordination

Act as the central point of contact for real-time operations
Coordinate with supervisors, operations managers, and WFM teams
Provide timely updates on performance issues and action plans

Incident & Escalation Management

Handle real-time issues such as system outages, volume spikes and staffing shortages
Escalate critical issues and recommend immediate solutions

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

Experience in workforce management, real-time analysis, or call center operations preferred
Strong analytical and problem-solving skills
Proficiency in WFM tools (NICE, Clearview), reporting systems (PowerBI), and Microsoft Excel
Excellent communication and coordination skills
Ability to work in a fast-paced and shifting environment
Strong attention to detail and ability to make quick operational decisions
Fast decision-making under pressure
Willing and able to work onsite on a night shift schedule