Real Time Analyst - For Pooling

Position Summary

The Real-Time Analyst (RTA) is responsible for monitoring workforce operations in real time to ensure employee adherence, operational responsiveness, staffing efficiency, and business continuity. The role serves as the first line of operational visibility by proactively identifying attendance issues, non-responsiveness, productivity risks, and staffing gaps during live operations.

The RTA plays a critical role in maintaining workforce accountability, protecting operational efficiency, and ensuring that employees remain compliant with company availability and responsiveness standards during working hours.

Key Responsibilities

Real-Time Workforce Monitoring

• Monitor employee activity and availability during scheduled shifts
• Track adherence to schedules, breaks, lunches, and working hours
• Monitor RingCentral call queues, call logs, missed calls, and responsiveness
• Identify employees who are inactive, unavailable, or non-responsive during working hours
• Escalate operational staffing risks in real time

Operational Escalation Management

• Initiate immediate escalation procedures for unresponsive employees
• Coordinate with Supervisors, Team Leads, HR, and Operations Management during operational incidents
• Maintain incident logs and operational tracking records
• Ensure staffing coverage during operational fluctuations

Workforce Adherence & Compliance

• Monitor compliance with attendance and operational policies
• Detect suspicious work patterns, excessive idle time, and repeated responsiveness failures
• Assist in enforcing workforce accountability standards
• Support investigations related to operational non-compliance when necessary

Reporting & Documentation

• Prepare daily workforce monitoring reports
• Generate adherence summaries and incident reports
• Maintain accurate workforce monitoring documentation
• Provide real-time operational updates to leadership

Required Qualifications

• Bachelor’s Degree preferred but not required based on experience
• Minimum 1–2 years experience in workforce management, operations, BPO, call center, or real-time monitoring environments
• Experience using workforce monitoring tools and communication systems
• Strong analytical and decision-making skills
• High attention to detail and operational awareness
• Strong communication and escalation management skills
• Ability to work under pressure in fast-paced environments

Preferred Technical Skills

• RingCentral
• Google Sheets / Excel
• Workforce management dashboards
• Real-time monitoring systems
• Productivity tracking platforms

Core Competencies

• Operational awareness
• Accountability
• Critical thinking
• Escalation management
• Attention to detail
• Professional judgment
• Time management
• Integrity and confidentiality

This is a pure and permanent work from home position. Candidates must have their own system, wired internet connection and back ups. Ideally with an extra monitor.