Real Time Analyst

About the Company:

Intelcia is a global outsourcing company that has been supporting clients for 20 years by combining talents, technologies, and processes to offer tailor-made services and skills that meet international standards. With a presence in multiple regions worldwide and over 35,000 employees across 85 operational centers, Intelcia aims to be among the top 10 global outsourcing players by 2025.

About the Role:

The Real-Time Analyst (RTA) is responsible for monitoring, analyzing, and reporting on real-time contact center performance to ensure service levels are consistently achieved.

This role requires quick decision-making, proactive adjustments, and effective communication with operations teams.

The RTA ensures workforce adherence, optimizes intraday staffing, and provides actionable insights that support operational excellence.

Responsibilities:

Monitor intraday performance, including call volumes, service levels, shrinkage, and agent adherence.

Manage real-time queue and agent activities to ensure optimal coverage.

Adjust intraday schedules and make recommendations to meet service level targets.

Communicate with Team Leaders and Operations to address adherence or staffing issues.

Provide timely updates to management regarding performance risks and potential impacts.

Analyze intraday data, identify trends, and recommend process improvements.

Generate and maintain accurate reports on service level performance and intraday adjustments.

Collaborate with Capacity Planners and Schedulers to ensure alignment between forecasts and intraday realities.

Qualifications:

University Graduate

Minimum of 1 year of experience as a Real-Time Analyst / Workforce Specialist.

Proficiency in workforce management (WFM) tools or call center software (e.g., NICE, Cisco, Teleopti/Calabrio, Aspect eWFM).

Strong proficiency in Microsoft Excel, Tableau, or Amazon Connect for reporting and analysis.

Excellent English communication skills.

Ability to work in a fast-paced environment and manage multiple priorities.

Flexibility to work evenings, weekends, and holidays as required.