Real Time Analyst

Job Title: Real-Time Analyst

Department: Operations / Workforce Management (WFM)

Reports To: Workforce Management Manager / Operations Director

Employment Type: Full-time

Position Overview

We are looking for a highly alert, agile, and analytical Real-Time Analyst (RTA) to join our Workforce Management (WFM) team. In this role, you will be the air traffic controller of our contact center floor. You will monitor live queues, agent schedules, and performance metrics in real time, making split-second tactical decisions to ensure we meet our Service Level Agreements (SLAs) while maximizing operational efficiency.

Key Responsibilities

Your core focus will be managing the day-to-day, minute-by-minute operations:

• Real-Time Monitoring: Continuously monitor inbound/outbound queues, service levels, abandonment rates, and customer wait times across multiple channels (voice, chat, email).
• Schedule Adherence Management: Track agent state compliance (e.g., aux codes, talk time, wrap-up time) and coordinate directly with floor supervisors to correct real-time deviations.
• Intraday Tactical Adjustments: Execute real-time mitigation strategies, such as shifting agents between queues, re-skilling, approving or canceling offline activities (coaching, training, breaks), and managing shrinkage.
• Incident Management: Serve as the first point of contact for operational emergencies, such as system outages, telecom issues, or sudden volume spikes, routing issues to IT and alerting stakeholders.
• Flash Reporting: Deliver frequent intraday status updates and end-of-day (EOD) performance summaries to operations leadership, highlighting wins, misses, and root causes.
  
  

Required Qualifications & Skills

• Experience: 1–3 years of experience in a contact center environment, with at least 1 year specifically in a Real-Time Analyst or WFM role .
• Software Proficiency: * Hands-on experience with WFM tools (e.g., NICE IEX, or Genesys).
• Familiarity with ACD/Contact Center platforms (e.g., Genesys, or Salesforce).
• Strong working knowledge of MS Excel / Google Sheets for quick data tracking.
• Core Competencies:
• High Stress Tolerance: Ability to remain calm, focused, and decisive in a fast-paced, high-pressure environment.
• Problem Solving: Quick-thinking mindset to resolve immediate operational staffing gaps.
• Assertive Communication: Confidence to professionally challenge floor management and direct agents to maintain service levels.

Key Performance Indicators (KPIs) for the Role

Your Success In This Role Will Be Measured By

• Intraday SLA Achievement: Successfully hitting daily service level targets through effective agent positioning.
• Schedule Adherence Improvement: Driving up overall floor compliance to scheduled shifts and break times.
• Response Time: Speed of executing corrective actions during sudden volume spikes or high abandonment periods.