REAL TIME ANALYST

Summary

The Real-Time Analyst (RTA) is responsible for monitoring, analyzing, and optimizing real-time performance across customer service channels. The role ensures that service levels, staffing, and productivity targets are met by managing intraday scheduling, queue performance, and communication with operational teams. The RTA acts as the control center for daily operations, making rapid decisions and adjustments to maintain an efficient workflow.

Description

Key Responsibilities

Real-Time Monitoring

• Track real-time adherence (RTA) of advisors across all queues and platforms.

• Monitor call, email, and chat volumes and compare against forecasted demand.

• Identify service level risks and take immediate corrective actions.

• Maintain visibility on agent states, shrinkage, and productivity metrics.

Intraday Management

• Execute intraday staffing adjustments to mitigate over/under-staffing.

• Reforecast intraday volumes and staffing requirements when significant deviations occur.

• Adjust schedules, breaks, and offline activities based on operational needs.

• Coordinate with Team Leaders and Operations for quick tactical actions.

Performance & Reporting

• Provide real-time and hourly performance reports (SL, ASA, AHT, occupancy, backlog, etc.).

• Identify trends and patterns impacting performance and escalate when necessary.

• Track and document deviations, incidents, system outages, and known issues.

Communication & Coordination

• Serve as a central point of communication for operational status during the day.

• Notify leadership about risks, incidents, or major deviations from plan.

• Collaborate with Scheduling, Forecasting, and Operations to support daily business goals.

Tools & Systems

• Use WFM technology (e.g., Verint, Calabrio, Genesys, NICE, Teleopti) to manage real-time operations.

• Monitor telephony systems, dashboards, and reporting tools.

• Ensure data accuracy and integrity within WFM systems.

Qualifications & Skills

Required

• Experience in Workforce Management or real-time monitoring.

• Strong analytical and problem-solving skills.

• Ability to make quick data-driven decisions under pressure.

• Proficiency in Excel and WFM/reporting tools.

• Excellent communication and coordination abilities.

• Attention to detail and ability to multitask.

Preferred

• Prior experience in a contact center environment.

• Knowledge of forecasting, scheduling, or WFM methodologies.

• Experience with ticketing, CRM, and telephony systems.

Competencies

• Critical Thinking & Decision Making – Ability to act quickly on data.

• Time Management – Skilled at managing multiple priorities and fast-changing situations.

• Collaboration – Works effectively with operations, support teams, and leadership.

• Adaptability – Comfortable with change and shifting priorities.

• Proactive Mindset – Anticipates challenges and takes preventive actions.

Success Indicators

• Achieving daily/weekly service level targets.

• Effective intraday adjustments with minimal service disruption.

• High accuracy in reporting and adherence monitoring.

• Clear communication and timely updates to stakeholders.