Sr. Real Time Analyst

The Senior Real-Time Analyst is responsible for real-time monitoring, intraday performance management, reporting, and communication across contact-center programs, lines of business, and products. This role uses Genesys telephony and/or Genesys Workforce Management capabilities, contact-center metrics, and operational reporting to help maintain service levels, staffing alignment, schedule adherence, and a strong customer experience.

The Senior RTA serves as a key connection point between Workforce Management, Operations, Scheduling, and the client. The role requires sound judgment, strong analytical ability, excellent Excel skills, and the confidence to communicate performance trends, risks, actions, and recommendations to both internal stakeholders and client contacts.