Real Time Analyst
Core
Monitor real-time operations, manage agent performance and queues, and optimize staffing resources to ensure service levels across all contact center channels.
Role type
Real-Time Workforce Management Analyst
Builds
Real-time workforce plans and operational adjustments for global contact center operations
Domain
Contact Center Operations / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Real-time operations monitoring, schedule adherence management, exception handling, data interpretation, actionable workforce planning, shrinkage management, stakeholder reporting
Preferred skills
WFM tools proficiency (Genesys, Verint, NICE, AWS, Talkdesk), call center metrics knowledge (Service Level, AHT, Occupancy, Adherence, Shrinkage), advanced Microsoft Excel
Technologies
Genesys, Verint, NICE, AWS, Talkdesk, Microsoft Excel
Responsibilities
Monitor real-time operations including agent performance and queues, ensure schedule adherence and manage exceptions, respond to operational disruptions, optimize staffing and resources, provide timely reporting and insights to stakeholders
Seniority
Entry-level to Junior, hands-on IC