REAL TIME ANALYST (RTA)

About the role

We are looking for a Real-Time Analyst (RTA) who will monitor daily operations, staffing, and service levels in real time to ensure that our teams are properly staffed and operational targets are met.

Key responsibilities

• Monitor real-time agent activities, attendance, schedule adherence, and staffing levels
• Track and analyze queue performance, service levels, AHT, occupancy, and other operational KPIs
• Monitor intraday performance and identify staffing or productivity gaps
• Coordinate with Operations, Team Leaders, and Workforce Management regarding real-time concerns
• Make real-time recommendations or adjustments to staffing and agent activities based on business requirements
• Monitor schedule adherence, breaks, lunches, meetings, coaching, and other offline activities
• Escalate attendance, staffing, and operational issues that may affect service levels
• Prepare and maintain real-time and intraday performance reports
• Assist in identifying trends, variances, and potential operational risks
• Ensure accurate and timely communication of operational updates to stakeholders

About you

• At least 1 year of experience in a BPO environment, preferably in Workforce Management, Real-Time Management, Operations, or a similar role
• Experience as a Real-Time Analyst, Workforce Analyst, WFM Associate, or similar position is preferred
• Strong knowledge of BPO operations and contact center metrics
• Familiarity with service level, AHT, occupancy, shrinkage, adherence, and staffing
• Proficient in Microsoft Excel/Google Sheets; knowledge of formulas and data analysis is an advantage
• Strong analytical and problem-solving skills
• Excellent attention to detail and ability to work with numbers and reports
• Able to make quick, sound operational decisions in a fast-paced environment
• Strong communication and coordination skills
• Willing to work shifting schedules, and night shifts as required