Role Overview
The Real-Time Analyst (RTA) is responsible for monitoring, analyzing, and managing intraday operations to ensure optimal service levels, adherence, and operational efficiency. The role requires close coordination with operations, WFM, and support teams to proactively manage workforce performance against forecasts and SLAs.
Key Responsibilities
Intraday Monitoring & Management
- Monitor real-time queues, service levels, AHT, shrinkage, and staffing levels
- Track and manage adherence, attendance, and schedule compliance
- Identify intraday variances and take corrective actions
Workforce Adjustments
- Execute real-time schedule adjustments (breaks, lunches, offline activities)
- Manage skilling routing, and queue balancing
- Coordinate with operations for staffing changes and contingency plans
Performance Analysis
- Analyse intraday trends and provide actionable insights to stakeholders
- Highlight risks to SLAs and recommend mitigation strategies
- Prepare and share real-time dashboards and interval reports
Stakeholder Communication
- Provide continuous updates to operations and leadership teams
- Escalate critical issues affecting service delivery
- Collaborate with scheduling, capacity planning, and operations teams
Tools & Systems
- Workforce Management tools (e.g., Aspect, IEX, NICE, Verint, Genesys)
- Reporting tools (Excel, Power BI, Tableau)
- Telephony/ACD systems
Key Skills Required
- Strong analytical and problem-solving skills
- Excellent real-time decision-making ability
- Proficiency in MS Excel (pivot tables, formulas, dashboards)
- Good communication and stakeholder management
- Ability to work in a fast-paced, dynamic environment
Qualifications
- Bachelor's degree (BA/BS) from a four (4) year college or university or equivalent combination of education and experience is required
- 1–2 years of experience in WFM / RTA / Contact Center operations
Preferred Qualifications
- Experience in voice/chat/email support environments
- Exposure to SLA-driven operations
- Knowledge of forecasting and scheduling basics
Work Environment
- 24x7 shift environment (rotational shifts/weekends)
- High-pressure, real-time decision-making role
KPIs / Success Metrics
- Service Level (SL%)
- Adherence & Schedule Compliance
- Queue management & response time
- Shrinkage control
- Real-time SLA delivery
