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
