Real-Time Analyst
Core
Monitor real-time performance, staffing levels, and operational targets across multiple queues and channels to ensure service level agreements are met.
Role type
Real-Time Analyst (Workforce Management)
Builds
Operational performance and service level adherence for contact center operations
Domain
Contact Center Operations / Workforce Management
Deliverable
dashboards & analysis
Required skills
Real-time monitoring, staffing level tracking, risk identification, intraday performance reporting, schedule adherence management, workload trend analysis, operational data interpretation, contact center KPIs (Service Level, AHT, Occupancy, Shrinkage, Adherence, Utilization), Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, IF formulas), Workforce Management tools (NICE IEX, Verint, Aspect, Calabrio, Genesys)
Preferred skills
Forecasting, capacity planning, root cause analysis, continuous improvement initiatives
Responsibilities
Monitor real-time performance across multiple queues and channels; Track staffing levels, call volumes, occupancy, shrinkage, adherence, and queue performance; Identify risks to service levels and recommend mitigation actions; Communicate intraday performance updates and staffing requirements; Manage schedule adherence and attendance monitoring; Perform real-time adjustments including break optimization and resource reallocation; Generate and distribute intraday performance reports and dashboards; Collaborate with Team Leaders and Operations Managers to address performance gaps; Escalate system outages and volume spikes; Support forecasting and scheduling activities.
Seniority
Mid-level, hands-on IC
