Real Time Analyst

The Real-Time Analyst (RTA) is responsible for monitoring and managing real-time contact center operations to ensure service levels, staffing efficiency, and operational performance targets are met. This role tracks agent attendance, schedule adherence, call volumes, queue performance, and staffing requirements, providing timely updates and recommendations to Operations and Workforce Management teams to address service-level risks.

Key Responsibilities

• Monitor real-time call center performance, including service levels, average speed of answer (ASA), average handling time (AHT), occupancy, abandonment rate, and queue volumes.
• Track agent attendance, absenteeism, tardiness, schedule adherence, and availability throughout the shift.
• Monitor staffing levels against forecasted call volumes and staffing requirements.
• Identify and escalate service-level risks, staffing shortages, excessive queues, and other operational concerns.
• Coordinate with Operations Supervisors and Team Leaders regarding breaks, lunches, coaching sessions, meetings, and schedule adjustments.
• Recommend real-time corrective actions, such as schedule changes, overtime, or additional staffing support, when necessary.
• Prepare and distribute intraday performance reports, dashboards, and staffing updates.
• Ensure agents follow their assigned schedules and promptly address adherence exceptions.
• Analyze real-time trends and provide insights to support operational decision-making.
• Collaborate with Workforce Management, Operations, and other support teams to maintain optimal service delivery.
• Document incidents, operational changes, and actions taken to mitigate service-level risks.

Qualifications

• At least 1–2 years of experience in a Real-Time Analyst, Workforce Management, or related BPO operations role is preferred.
• Experience in a call center environment, particularly in voice operations.
• Knowledge of workforce management concepts, including forecasting, scheduling, service levels, and schedule adherence.
• Proficiency in Microsoft Excel and reporting tools.
• Experience using workforce management platforms such as NICE, Verint, Calabrio, or similar systems is an advantage.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and coordination skills.
• Ability to work under pressure and make timely decisions in a fast-paced environment.
• Willingness to work on shifting schedules, weekends, and holidays, as required.