Real time analyst

About the Role

We are looking for a proactive and detail-oriented Real Time Analyst (RTM) to join our Workforce Management team. The RTM will be responsible for real-time queue monitoring, ensuring service level achievement, and managing intraday performance for our travel accounts.

If you are analytical, fast in decision-making, and comfortable working in a dynamic 24/7 environment, this role is for you.

Key Responsibilities

• Monitor real-time performance (SL, AHT, ASA, Queue Health).
• Track agent adherence and manage schedule compliance.
• Identify performance gaps and escalate issues promptly.
• Coordinate with Operations and Team Leaders to maintain service levels.
• Assign and manage intraday tickets.
• Prepare and share real-time and end-of-day reports.
• Support workforce adjustments based on call volume fluctuations.
• Work closely with WFM and Operations teams to optimize staffing.

Requirements

• 1–3 years of experience in Workforce Management / Real-Time Monitoring.
• Previous experience in BPO or contact center environment is a must.
• Strong knowledge of Excel (formulas, reporting, data analysis).
• Experience using WFM tools such as Genesys, Avaya, NICE, or similar platforms.
• Strong analytical and problem-solving skills.
• Excellent communication skills.
• Ability to work under pressure and handle urgent situations.
• English proficiency is required

What We Offer

• Competitive salary package.
• Career growth opportunities within WFM (Planner / WFM Specialist path).
• Dynamic and supportive work environment.
• Exposure to international travel accounts.