Real Time Analyst

The Real-Time Analyst (RTA) at NTT DATA plays a key role in ensuring smooth delivery

operations by monitoring real-time contact center performance, managing staffing, and

optimizing service levels across client accounts. This role requires strong analytical skills,

quick decision-making, and effective coordination with operations and WFM teams.

Key Responsibilities Real-Time Monitoring & Management

·       Monitor queues, volumes, SLAs, AHT, agent states, and other real-time metrics.

·       Take timely actions to address spikes, backlogs, or staffing gaps.

·       Execute intraday adjustments such as OT/VTO, break shifts, and skill changes.

·       Communicate real-time performance updates to operations leaders.

Intraday Management

·       Compare actual performance with forecast and staffing plans.

·       Recommend actions to improve service levels and occupancy.

·        Coordinate with supervisors to resolve adherence and shrinkage issues.

·       Update schedules and intraday plans based on operational requirements.

Reporting & Documentation

·       Publish hourly, intraday, and end-of-day reports.

·       Maintain logs for system outages, staffing changes, and actions taken.

·       Provide insights to improve forecasting accuracy and resource planning.

Communication & Collaboration

·       Work closely with WFM Schedulers, Forecasters, and Reporting Analysts.

·       Partner with operations, QA, and leadership teams to understand performance drivers.

·       Notify stakeholders of technical issues or external factors affecting delivery.

· Tools & Systems Experience with: Verint, NICE, Genesys, IEX, Calabrio, Aspect,

ServiceNow, MS Teams, Excel, Power BI. Required Qualifications » 1-3 years of RTA/WFM

experience in a BPO or contact-center environment.

·       Strong understanding of SL, AHT, ASA, Occupancy, Shrinkage, Adherence.

·       Proficiency with Excel (PivotTables, formulas).

·       Strong communication and coordination skills.

·       Ability to work under pressure with quick decision-making abilities.

Preferred Qualifications

·       Multi-skill or multi-channel environment experience.

·       Understanding of forecasting and scheduling concepts.

·       « Experience with dashboards (Power BI/Tableau).

·       Familiarity with global delivery models.

Key Competencies

·       Analytical thinking

·       Attention to detail

·       High sense of urgency

·       Stakeholder management

·       Time management