The Real-Time Analyst is responsible for overseeing daily contact center operations. They ensure optimal agent availability, adherence to schedules, and achievement of service level targets. By monitoring live call volumes and agent activity, the RTA makes timely decisions to maintain efficient and seamless operations.
Key Responsibilities
- Keep an eye on call queues and agent performance throughout the day to meet service goals.
- Monitor if agents are sticking to their schedules and alert supervisors if there are issues.
- Shift resources or adjust workloads to balance the team and handle call spikes.
- Prepare and share regular updates on performance and any problems.
- Work with team leads and managers to fix real-time staffing or operational issues.
- Handle exceptions like breaks, training, or unexpected absences as they happen.
- Communicate important updates to the team quickly.
- Suggest and apply changes to improve performance when needed.
Qualifications & Skills
- Degree preferred, or relevant experience in a contact center or workforce management role.
- 1-2 years of experience monitoring real-time operations in a BPO or similar environment.
- Good with data and comfortable using Excel.
- Clear communicator who works well under pressure.
- Detail-oriented and able to handle multiple tasks at once.
Interested candidates can forward their resumes
at [email protected] mentioning Job Title in the subject.
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