Real Time Analyst (RTA)

As a Real-Time Analyst (RTA), you will help ensure smooth day-to-day contact center operations by monitoring real-time performance, managing staffing risks, and coordinating immediate actions to maintain service levels and operational efficiency.

Key responsibilities

• Real-Time Monitoring & Intraday Management

• Monitor live contact center performance including queues, service levels, AHT, occupancy, and adherence

• Identify operational risks and proactively recommend corrective actions

• Take immediate action to mitigate SLA risks through staffing adjustments and queue management

• Track agent adherence and coordinate with Operations on schedule deviations

• Operational Coordination

• Communicate intraday performance updates, risks, and action plans to Team Leads, Operations Managers, and Workforce Management stakeholders

• Coordinate with Scheduling, Forecasting, and Operations teams to balance demand and staffing in real time

• Support incident management by assessing operational impact and coordinating response actions

• Ensure smooth execution of workforce plans throughout the day

• Reporting & Analysis

• Prepare and maintain real-time dashboards and operational reports

• Analyze intraday trends and identify opportunities to improve staffing efficiency and service performance

• Provide actionable insights and recommendations to improve operational performance

• Support continuous improvement initiatives within Workforce Management processes

• Performance & Service Delivery

• Help maintain target service levels and customer experience standards

• Support operational efficiency through proactive monitoring and rapid decision-making

• Contribute to improving real-time management processes, reporting accuracy, and communication flows

Requirements and expectations

Workforce Management / Contact Center Experience

• 1–3+ years of experience in Workforce Management, Real-Time Analysis, or contact center operations

• Strong understanding of contact center metrics such as SLA, AHT, occupancy, shrinkage, and adherence

Analytical & Technical Skills

• Strong analytical and problem-solving skills with the ability to make quick, data-driven decisions

• Proficiency in Excel or Google Sheets

• Experience with reporting tools, dashboards, or workforce management platforms is an advantage

Communication & Stakeholder Management

• Strong communication skills with the ability to clearly communicate operational risks and recommendations

• Ability to collaborate effectively with Operations, Team Leads, Scheduling, and Forecasting teams

Execution & Adaptability

• Ability to work in a fast-paced and dynamic operational environment

• Strong attention to detail and high sense of ownership

• Able to manage multiple priorities simultaneously

• Flexible to work shifts, weekends, or holidays when required