Real-Time Monitoring (RTM) Analyst

Purpose of Role: The Real-Time Monitoring (RTM) Analyst plays a critical role in ensuring consistent service delivery across all lines of business (LOBs) within the contact center. By continuously monitoring intraday performance, staffing levels, and schedule adherence, the RTM Analyst helps drive real-time decisions that optimize workforce productivity and maintain service level agreements (SLAs). The analyst serves as a central point of coordination for real-time floor support and works closely with Operations, Quality, and WFM planning teams.

Accountability & Responsibilities of Role:

• Monitor real-time contact centre activity across queues, channels, and LOBs to ensure service level targets are met.
• Track agent adherence, shrinkage, breaks, and schedule compliance throughout the day.
• Manage real-time adjustments such as overtime requests, voluntary time off (VTO), and break rescheduling.
• Identify and communicate any potential risks to staffing or SLA performance to operations leadership.
• Provide timely intraday reports and updates on key metrics such as service levels, occupancy, and absenteeism.
• Coordinate with team leads/supervisors to resolve staffing issues or call volume spikes.
• Escalate system outages, tool issues, or process bottlenecks impacting real-time operations.
• Collaborate with WFM planners and schedulers for intraday reforecasting or staffing changes.
• Maintain logs and records of actions taken to manage real-time situations for audit and review.
• Participate in daily WFM huddles, reporting, and continuous improvement discussions.

Required Skills & Qualifications:

• 1–3 years of experience in a contact centre operations or workforce management role, preferably with exposure to real-time monitoring.
• Familiarity with WFM tools such as Genesys, NICE IEX, Verint, Aspect, or similar.
• Strong analytical and decision-making skills in a fast-paced environment.
• Basic understanding of contact centre metrics like SLA, AHT, ASA, occupancy, and shrinkage.
• Proficiency in MS Excel and reporting tools; ability to analyse trends and generate actionable insights.
• Effective communication and collaboration skills to work with cross-functional teams.
• Ability to prioritize tasks and stay calm under pressure during high-volume periods.

Work Experience:

• Experience in managing multiple LOBs or omnichannel environments.
• Basic knowledge of scheduling, forecasting, or capacity planning.
• Familiarity with real-time dashboards, alerting systems, or intraday automation tools.

Work Schedule:

• Rotational shifts may be required to cover 24x7 operations depending on business needs.
• Weekend and holiday availability may be expected based on staffing demand