Real Time Analyst (RTA)

As a Real-Time Analyst (RTA) , you will help ensure smooth day-to-day contact center operations by monitoring real-time performance, managing staffing risks, and coordinating immediate actions to maintain service levels and operational efficiency.

Key Responsibilities

Real-Time Monitoring & Intraday Management

• Monitor live contact center performance including queues, service levels, AHT, occupancy, and adherence
• Identify operational risks and proactively recommend corrective actions
• Take immediate action to mitigate SLA risks through staffing adjustments and queue management
• Track agent adherence and coordinate with Operations on schedule deviations

Operational Coordination

• Communicate intraday performance updates, risks, and action plans to Team Leads, Operations Managers, and Workforce Management stakeholders
• Coordinate with Scheduling, Forecasting, and Operations te...