Real Time Analyst

Job Overview

ibex. Pakistan is seeking a diligent and detail-oriented Real Time Analyst to join their contact center operations team. The ideal candidate will have at least one year of experience, preferably in an inbound sales environment, and possess strong skills in workforce management, real-time monitoring, forecasting, and scheduling. This role requires continuous monitoring of call center queues, agent adherence, and key performance indicators to prevent productivity leakages and ensure smooth daily operations. Although this position does not involve managing a team, it demands effective communication across multiple stakeholders to quickly resolve issues and maintain optimal performance levels. The Real Time Analyst plays an essential role in maintaining operational efficiency by performing schedule adherence management, making intraday staffing adjustments, and ensuring attendance consistency across various departments. This role requires a proactive approach to identifying performance deviations, managing incident notifications, and collaborating with IT or support departments to address system outages or tool failures. Additionally, the analyst is responsible for generating detailed performance reports and conducting comprehensive data analysis to support informed decision-making and continuous improvement of contact center operations.

Job Description

• Continuously monitor contact center queues, agent schedule adherence, and key performance indicators such as Service Level, Average Speed of Answer, Average Handle Time, occupancy, and shrinkage to maintain operational efficiency
• Prevent productivity leakages in real time by identifying issues promptly and taking corrective actions to minimize their impact on daily operations
• Manage intraday staffing adjustments by reallocating resources to meet demand fluctuations and maintaining attendance consistency across departments
• Assist with intraday reforecasting based on actual vs. forecasted volume and performance
• Participate in daily meetings and provide real-time insights and recommendations
• Support initiatives to improve agent productivity and sales performance through effective WFM practices
• Communicate effectively with all stakeholders, providing timely updates, alerts, and notifications related to performance deviations, incidents, or downtime to ensure a coordinated response
• Generate incident notifications and collaborate with IT and support teams to report, track, and resolve technical outages or system/tool failures that impact contact center performance
• Perform real-time monitoring of tools and systems required for uninterrupted contact center operations, identifying and addressing potential risks proactively
• Prepare and deliver performance reports including intraday, end-of-day, and other required metrics to assist in operational decision-making and strategic planning
• Analyze large sets of contact center data to identify trends and areas for improvement, supporting continuous enhancements of processes and performance outcomes
• Maintain compliance with organizational policies and procedures to uphold service quality and operational standards within the contact center environment
• Utilize workforce management and contact center analytics tools to forecast demand accurately and contribute to effective scheduling and resource allocation

Job Specification

• Minimum Bachelor's Degree
• 1-2 years of experience as a Real-Time Analyst or in a Workforce Management role
• Ensure schedule adherence and manage intraday staffing to meet forecasted call volumes and sales targets
• Make real-time adjustments to agent schedules, breaks, and shifts as needed to optimize service levels
• Communicate with supervisors and team leads about staffing issues, service level risks, and performance trends
• Provide real-time alerts for performance deviations and downtime (e.g., long call wait times, technical issues)
• Coordinate with IT or support teams to report and track system outages or agent issues affecting performance
• Generate intraday performance and adherence reports for leadership and operations teams