RTA Real Time Analyst

JD RTA – Roar Bank.

A Real Time Analyst monitors, analyzes, and interprets real-time data to optimize operations, ensure service levels, and support data-driven decision-making across industries.

Key Responsibilities

• Monitor real-time operations: Track call volumes, agent availability, or system activity to ensure service level agreements (SLAs) and key performance indicators (KPIs) are met in contact centers or other operational environments has Manage quees for inbound chat and email Process
• Adjust resources dynamically: Modify staffing schedules, breaks, or workflow allocation based on real-time data to maintain operational efficiency
• Communicate with teams: Relay real-time insights to supervisors, operational teams, or stakeholders to prevent service disruptions or address urgent issues
• Implement escalation processes: Manage high-volume or crisis situations to minimize impact on service quality
• Support data-driven decisions: Use analytical tools, statistical modeling, or machine learning to predict trends and optimize business outcomes

Required Skills and Qualifications

• Analytical and technical skills: Proficiency in data analysis, real-time monitoring software, and tools like Excel, Outlook, or specialized analytics platforms
• Attention to detail: Ability to detect anomalies and make quick, accurate decisions under pressure
• Communication and collaboration: Strong interpersonal skills to coordinate with teams and convey insights effectively
• Customer service experience: Particularly for contact center RTAs, prior experience as an agent, trainer, or team lead is valuable
• Education: Any Graduate or 12 + 3 yrs diploma
• Flexibility: Willingness to work variable hours, including evenings or weekends, depending on operational needs

Job Location – Turbhe – Navi Mumbai

Shift trimming – Rotational 24/7 No graveyard Shift

Week of 1 rotational.

Contact Peron - Elia Shinde - HR

Contact No. - [phone removed]