The Real Time Analyst (RTA) is responsible for monitoring, managing, and optimizing intraday performance across the Contact center to ensure service level achievement and operational efficiency. The role provides real time insights, takes proactive actions to manage staffing fluctuations, and supports operations in maintaining optimal workforce utilization.
Real Time Monitoring & Management - Monitor queue performance, SLAs, AHT, shrinkage, agent adherence, and interval level trends in real time.
- Adjust skilling, routing, and agent allocations to ensure service level targets are met.
- Escalate risks to Operations and WFM leadership when thresholds deviate from plan.
- Track late logins, absences, and out of adherence behaviors; follow escalation protocols.
Intraday Optimization - Recommend intraday staffing changes (pull outs/pull ins, overtime, VTO, break/lunch calibration).
- Manage intraday activit...