Real Time Analyst
Core
Monitor real-time call center queues and performance metrics to identify risks to contractual KPIs and drive operational improvements.
Role type
Real Time Analyst (WFM)
Builds
Real-time performance dashboards and EOD analysis reports for call center operations
Domain
Contact Center Operations / Workforce Management
Deliverable
dashboards & analysis
Required skills
Real-time queue monitoring, KPI analysis (Service Level, AHT, Abandonment, Line Adherence, Handling Capacity, SIR), Staffing level coordination, Performance reporting, WFM tool proficiency, MS-Excel
Preferred skills
Call center application knowledge (CMS Avaya Supervisor, eWFM, IEX), Consultant-level non-adherence analysis
Responsibilities
Monitor queues in real-time to identify risks to KPIs, Make real-time call outs on performance and staffing to floor supervisors, Prepare EOD performance analysis reports, Follow up to ensure callouts on non-adherence are corrected
Seniority
Mid-level, hands-on IC