Job Summary:

The Real-Time Analyst (RTA) is responsible for monitoring and managing intraday performance across multiple teams or contact center operations. The RTA ensures service level agreements (SLAs), productivity metrics, and staffing efficiency targets are met by making real-time adjustments to scheduling, routing, and resource allocation. This role plays a critical part in ensuring optimal service delivery and customer satisfaction through proactive operational support.

Key Responsibilities

• Monitor real-time supply demand movement, TQM, and rater activities
• Monitor key performance metrics to ensure adherence to forecasted schedules and SLAs/KPIs
• Make real-time decisions and recommendations to adjust staffing as needed to optimize coverage.
• Proactively identify trends and alerts such as volumes, absenteeism, or system outages, and escalate appropriately.