A Real-Time Analyst monitors daily operations in real time to ensure service levels and productivity targets are met.
Job Responsibilities:
- Monitor live queues, call volumes, or workflow dashboards
- Track agent adherence to schedules (attendance, breaks, productivity)
- Identify service level risks (e.g., long wait times, understaffing)
- Coordinate with team leaders to adjust staffing or schedules as needed
- Generate real-time and intraday reports
- Escalate issues impacting operations (system outages, sudden volume spikes)
- Ensure KPIs like SLA (Service Level Agreement), AHT (Average Handle Time), and occupancy are maintained
- Communicate updates clearly to stakeholders (operations, supervisors)
Qualifications:
- Bachelor's degree (any course; business, IT, math-related fields are a plus)
- Strong analytical and problem-solving skills
- Good communication skills (written and verbal)
- Comfortable working with numbers, reports, and data
- Proficiency in Microsoft Excel (formulas, pivot tables are a big advantage)
- Ability to multitask and work under pressure in a fast-paced environment
- Willingness to work in shifts (including night shifts in BPO settings)
- Familiarity with workforce tools like scheduling or reporting systems
- Basic knowledge of KPIs used in operations or call centers
- Attention to detail and quick decision-making
- Time management and organizational skills
