Reporting Analyst - Real Time Analyst

DEPARTMENTAL OVERVIEW:

The Real-Time Analyst is responsible for monitoring and managing real-time workforce performance to ensure staffing levels align with business requirements and service-level objectives. This role closely monitors operational metrics, identifies performance or staffing gaps, and takes timely action to optimize workforce coverage and productivity.

MAIN DUTIES/RESPONSIBILITIES OF THE ROLE:

Detailed duties and responsibilities:

• Monitor real-time operational performance, including service levels, staffing, occupancy, productivity, and adherence.
• Track employee attendance, schedule adherence, breaks, lunches, and other workforce activities.
• Identify staffing shortages, overstaffing, unexpected absences, and operational trends.
• Make real-time recommendations or adjustments to staffing and employee schedules when required.
• Coordinate with Operations, Workforce Management, Team Leaders, and Supervisors to address performance gaps.
• Monitor queues, workloads, and service levels and escalate potential risks promptly.
• Prepare and communicate real-time performance updates to relevant stakeholders.
• Analyze intraday performance and recommend corrective actions to maintain service-level targets.
• Support intraday forecasting and identify deviations from planned staffing requirements.
• Maintain accurate records of attendance, exceptions, schedule changes, and operational incidents.
• Generate daily, weekly, and monthly reports related to workforce and operational performance.
• Assist with workforce management activities, including schedule changes, overtime, time-off adjustments, and staffing allocation.
• Identify recurring operational issues and provide insights to improve workforce efficiency.
• Ensure adherence to established workforce management policies and procedures.

REQUIRED SKILLS

Technical skills

• Strong analytical and problem-solving skills, with the ability to translate complex data into actionable insights.
• Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
• Knowledge of contact center KPIs such as SLA, ASA, AHT, occupancy, service level, shrinkage, and schedule adherence.
• Experience with real-time monitoring dashboards and reporting systems.
• Intermediate to advanced Excel skills.
• Knowledge of workforce planning and intraday management principles

Behavioural skills

• Ability to comprehensively communicate with internal customers, colleagues and superiors, both face to face and via telephone
• Self-driven and precise work approach
• Highly self-motivated to achieve high standards in both quantity and quality.
• Integrity and desire to comply with all legal and moral standards
• Service oriented and customer focused
• Ability to prioritize tasks appropriately and recognize when issues need escalation