RTA | Real Time Analyst & WFM

Job Summary

As an Executive Real-Time Analyst, you will monitor call queues, agent statuses and multi-channel service levels in real time, produce intraday reports, and coordinate immediate staffing or schedule adjustments with WFM and operations teams to meet SLAs.

Responsibilities

• Monitor voice, chat and email queues and agent availability in real time.
• Detect and act on variances between forecasted and actual performance.
• Produce intraday and end-of-day performance summaries.
• Communicate escalations and coordinate schedule edits with workforce planners.
• Capture and log real-time interventions and follow-ups clearly.
• Provide a short analysis of recurring intraday patterns for operational improvement. Note: Duties may evolve with business needs.

Job Requirements

• Education: Graduation (mandatory).
• Experience: Minimum 1 year in real-time monitoring, WFM, or contact center operations.
• Sound knowledge of MS Office; comfortable with Excel.
• Flexible for night shifts; WFO model.
• Strong attention to detail, quick decision-making, and clear communication.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.