Real-time Workforce Analyst

About the role

The Real-Time Analyst owns live intraday monitoring for attendance, adherence, staffing variance, break/lunch compliance, coverage risk, and real-time escalation support. This role is the live control point for actual-vs-planned staffing during the operating day. The RTA supports Shift Leads and the Workforce Manager by surfacing coverage gaps quickly, validating the operational impact of lates, absences, schedule deviations, training pulls, workstation issues, and robot-utilization blockers, and keeping live staffing data accurate.

Key responsibilities

• Track login status, lates, absences, early outs, over-breaks, over-lunches, and off-phone / off-task deviations
• Monitor schedule adherence throughout the shift and flag exceptions requiring Team Lead, Shift Lead, or WFM action
• Maintain live visibility of actual present HC, productive HC, shrinkage, break/lunch status, and training or nesting pulls
• Identify under-covered intervals and alert the Shift Lead before the gap affects robot coverage or service continuity
• Validate whether attendance and adherence issues are one-time exceptions or recurring patterns that need coaching or escalation
• Provide live staffing snapshots to Shift Leads, Site Leads, and WFM
• Identify which operators are available, delayed, on break, on lunch, in training, offline, or available for approved movement
• Support intraday recovery by showing coverage impact for absences, lates, equipment outages, training pulls, robot downtime, and demand variance
• Notify Team Leads and Shift Leads of attendance or adherence risks within the agreed communication SLA
• Maintain the live attendance tracker and adherence exception log

About you

• Bachelor's degree, preferably in Business Administration, Operations Management, Industrial Engineering, Statistics, Mathematics, or a related field
• Around 3–4 years of relevant experience in RTA, WFM, Workforce, Command Center, Operations, or a similar role
• BPO/Contact Center experience preferred, especially those who have worked in a 24/7 or high-volume environment
• Strong real-time monitoring and prioritization
• High attention to detail under live operating pressure
• Familiarity with attendance, adherence, shrinkage, productive HC, and coverage concepts
• Ability to communicate quickly and clearly with Shift Leads, Team Leads, WFM, and Site Leads
• Strong documentation habits
• Comfort with spreadsheets, trackers, workforce tools, and schedule systems
• Ability to distinguish live operational risk from ordinary schedule variance