Real Time Analyst
Core
Monitor live operational performance and execute immediate workforce interventions to maintain service levels and optimize capacity in a contact center environment.
Role type
Senior IC real-time workforce analyst
Builds
Intraday operational stability and service level adherence
Domain
Contact center operations / Workforce management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Real-time analysis, intraday reforecasting, operational intervention, workforce management principles, Microsoft Excel (Macros), Power BI
Preferred skills
None stated
Technologies
Microsoft Excel, Power BI
Responsibilities
Monitor contact center queues, service levels, volume fluctuations, AHT, and agent availability; Execute immediate interventions like break management, skill adjustments, and workload redistribution; Perform intraday reforecasting based on trends and incidents; Communicate with agents regarding urgent call-outs and adherence; Partner with Team Leaders to address attendance gaps and exceptions; Develop and standardize real-time analysis processes and escalation procedures; Coordinate with Operations, IT, HR, and Workforce Planning during high-impact events; Manage and escalate operational disruptions and system outages; Deliver hourly updates, intraday reporting, and performance gap analyses.
Seniority
Mid-level, hands-on IC