Real-time Analyst

We’re looking for a Real-Time Management Analyst to join our team and help monitor real-time operations, optimize staffing, and ensure service levels are consistently achieved.

Key Responsibilities:

• Monitor real-time performance and operational KPIs

• Track staffing, attendance, and schedule adherence

• Identify performance gaps and take timely corrective actions

• Coordinate with Operations and Workforce Management teams

• Prepare and share real-time performance reports and updates

Requirements:

• 1 year of Experience in Real-Time Management, preferably in a contact center environment

• Strong analytical and problem-solving skills

• Good knowledge of Excel and reporting tools

• Ability to work under pressure and make quick decisions

• Strong communication and coordination skills