Real Time Analyst

The Real-Time Analyst (RTA) is responsible for monitoring, analyzing, and reporting workforce performance to ensure service level targets are consistently met. This role plays a critical part in real-time operations management, providing actionable insights, and supporting operational efficiency in a fast-paced environment.

Key Responsibilities

Monitor real-time agent performance, including schedule adherence, queue volumes, and service levels across multiple channels
Implement and recommend intraday adjustments such as schedule changes, break movements, and overtime to meet operational targets
Analyze operational data and prepare timely performance, variance, and trend reports for stakeholders
Collaborate closely with operations and workforce teams to address staffing or performance gaps
Identify, escalate, and help mitigate risks that may impact service levels or client commitments
Support forecasting and capacity planning efforts by validating forecasts and improving scheduling accuracy through real-time insights

Required Qualifications

Bachelor’s degree in Business, Operations Management, or a related field, or equivalent work experience
2–3 years of experience managing operations within customer service, eCommerce, or similar lines of business
Strong understanding of workforce management methodologies, including RCA, Pareto analysis, and data visualization tools
Experience in maintaining, analyzing, and reporting operational statistics
Solid understanding of key performance and penalty-driven metrics
Proficiency in MS Office and Google Workspace
Knowledge of call center metrics such as AHT, Service Level, Occupancy, and Adherence
Strong leadership, analytical, problem-solving, and decision-making skills
Excellent verbal and written communication skills
Ability to work effectively in a fast-paced, dynamic, and changing environment
Strong organizational skills with the ability to manage multiple tasks accurately and on time
Intermediate mathematical skills
Working knowledge of quality and process improvement tools such as DMAIC and RCA
Understanding of profit and loss concepts
Auditing, process documentation, project management, and people management skills