Realtime Analyst
Core
Monitor real-time contact center queues and performance metrics to ensure SLA compliance and operational stability.
Role type
Real-time Analyst (WFM)
Builds
Intraday performance reports and real-time dashboards for Operations and Scheduling teams.
Domain
Business Process Outsourcing (BPO) / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Real-time queue management, Service Level (SL) monitoring, Adherence tracking, Variance analysis, Stakeholder coordination, Data reporting
Preferred skills
Multi-channel operations experience, Exposure to Verint/Genesys/Aspect tools
Technologies
Excel, Verint, Genesys, Aspect
Responsibilities
Monitor inbound/outbound voice, chat, and email queues; Track SLA metrics (ASA, AHT, abandonment); Execute corrective actions like skill reassignment and task redistribution; Manage intraday staffing adjustments (overtime, VTO, shift extensions); Publish intraday performance reports and maintain RTA trackers.
Seniority
Mid-level (2–4 years experience)