Real Time Analyst

Roles & Responsibilities

1. Real-Time Queue & Agent Activity Monitoring

• Monitor live inbound contact queues (chat, email, phone, and tickets) in real time to ensure adequate coverage, balanced workload distribution, and adherence to service level targets.
• Track agent adherence and availability across CRM and WFM dashboards, identifying off-phone or off-queue deviations that impact staffing coverage and queue health.
• Proactively escalate staffing shortfalls, unexpected volume spikes, or prolonged queue backlogs to Operations leadership, recommending intraday corrective actions.
• Monitor real-time metrics including AHT, ASA, abandonment rate, service level %, and concurrent ticket volume, escalating anomalies with proper context.
• Manage break, lunch, and offline scheduling in real time while ensuring compliance with labor policies and agent welfare standards.

2. Workforce Forecasting & Capacity Planning

• Develop short- and medium-term contact volume forecasts using historical data, seasonality, and digital advertising calendar events.
• Build staffing models translating forecasted volumes into required FTEs across all queues, including billing, compliance, advertising, and technical support.
• Partner with Operations leadership on quarterly capacity plans accounting for attrition, hiring ramp, training pullouts, leave, and program changes.
• Analyze impacts of ad policy enforcement, billing cycles, and product launches on contact demand and incorporate findings into forecasts.
• Maintain forecast accuracy logs to track variance and improve prediction precision.

3. Agent Scheduling & Shift Management

• Build, publish, and maintain agent schedules to optimize coverage against forecasted volume while meeting SLA and policy requirements.
• Manage schedule change requests including swaps, overtime, leave, and emergency absences, documenting all changes accurately.
• Design multi-skill scheduling models aligning agent capabilities to appropriate queue types.
• Coordinate with Training to integrate onboarding and refresher sessions without impacting service levels.
• Produce weekly and bi-weekly schedule adherence reports at agent, team, and site levels.

4. Service Level Analysis & Performance Reporting

• Produce daily, weekly, and monthly performance reports covering service level, queue health, utilization, occupancy, shrinkage, and AHT trends.
• Analyze performance against SLAs and KPIs, identifying root causes and recommending corrective actions.
• Maintain recurring WFM reporting templates in Excel, Google Sheets, or BI tools.
• Track absenteeism, attrition, overtime usage, adherence, and productivity, flagging early risk indicators.
• Contribute workforce analytics to monthly and quarterly business reviews.

5. Digital Advertising Operations Support

• Apply knowledge of digital advertising lifecycles, billing cycles, and policy enforcement to anticipate contact volume changes.
• Support staffing for specialized advertising queues handling campaign setup, ad disapprovals, billing issues, and compliance cases.
• Track major ad platform events and flag them as staffing demand triggers.
• Align agent schedules with peak advertiser activity periods.
• Validate staffing models using advertising support workflow insights.

6. Billing, Payment & Compliance Query Workforce Planning

• Analyze billing, payment, and compliance contact trends to inform queue-specific staffing plans.
• Plan staffing for predictable spikes such as invoice releases and payment failures.
• Schedule agents with specialized expertise during high-demand periods.
• Track handle time trends for billing and compliance cases.
• Collaborate with QA and Training to refine staffing model assumptions.

7. CRM, Ticketing & WFM System Administration

• Maintain accurate agent profiles in WFM systems, including skills, shifts, and queue assignments.
• Configure and maintain real-time dashboards and queue monitoring views.
• Support WFM system settings such as interval definitions, templates, and activity codes.
• Reconcile data between CRM, ticketing, and WFM systems for accuracy.
• Produce CRM-based productivity and multitasking reports.

8. Shrinkage, Attrition & Absence Management

• Track planned and unplanned shrinkage drivers and incorporate them into workforce plans.
• Maintain absence logs and produce weekly trend reports.
• Model attrition impacts and highlight headcount gaps for proactive hiring.
• Report shrinkage rates by team, site, and channel.
• Support hiring plans using forecasted absence and attrition data.

9. Communication, Coordination & Stakeholder Support

• Serve as the point of contact for workforce-related inquiries.
• Distribute daily operational briefings with volume forecasts, staffing levels, and risk flags.
• Coordinate with Training to align schedules with operational needs.
• Support QA with workforce data relevant to quality monitoring.
• Communicate workforce updates and adherence feedback professionally and clearly.

10. Continuous Improvement & Process Support

• Identify gaps in forecasting, scheduling, and real-time monitoring and recommend improvements.
• Support implementation of WFM tooling enhancements.
• Maintain WFM SOPs, protocols, and documentation.
• Participate in post-mortems for service level misses.
• Stay updated on WFM and BPO industry trends.

Qualifications

Education

• Bachelor's degree in Business Administration, Marketing, Communications, or related field
• Equivalent experience will be considered

Experience

• 0–2 years of experience in customer support, technical support, workforce management, or operations
• Experience in BPO, digital advertising, or online marketing environments preferred
• Exposure to WFM, scheduling, or analytics is an advantage

Knowledge & Technical Skills

Digital Advertising

• Working knowledge of campaign types, billing structures, advertiser lifecycle, and support queries
• Familiarity with platforms such as Meta Ads, Google Ads, TikTok for Business
• Understanding of advertising calendar-driven demand patterns

Workforce Management

• Knowledge of forecasting, capacity planning, scheduling, and real-time monitoring
• Familiarity with WFM tools (NICE IEX, Verint, Genesys, Aspect, Calabrio)
• Understanding of service level, utilization, AHT, ASA, shrinkage, and adherence metrics

CRM & Ticketing

• Proficiency in Salesforce, Zendesk, Freshdesk, or similar
• Ability to monitor omnichannel queues and agent activity

Data & Communication

• Strong Excel / Google Sheets skills
• Excellent written and verbal communication in English
• Ability to provide real-time operational updates under pressure