Real-Time Analyst (RTA)

Role Summary:

The Real-Time Analyst (RTA) plays a key role by ensuring optimal

adherence to schedule, real-time performance tracking, and workforce efficiency. This position is

focused on live monitoring, intraday reporting, and timely escalation to sustain operational flow across

inbound telesales operations.

As the gatekeeper of schedule integrity and service-level compliance, the RTA continuously analyzes

agent availability, call traffic, and auxiliary times to proactively address gaps, late logins, and adherence

trends. This role is pivotal to achieving operational targets such as Average Handle Time (AHT),

Contact Rate, and Service Level Agreements (SLAs). The RTA collaborates closely with Team Leaders and

the Workforce Management team to implement schedule changes, manage shrinkage, and optimize

capacity.

This highly analytical role demands agility, attention to detail, and effective communication to balance

client expectations with real-time operational dynamics.

Key Responsibilities:

Monitor agent adherence, login/logout patterns, and schedule variances.

Track intraday performance metrics such as call volume, AHT, and occupancy.

Publish real-time dashboards and hourly performance updates.

Coordinate with Team Leaders to resolve adherence issues and absenteeism.

Perform live skilling and re-skilling based on traffic fluctuations.

Escalate risks (underperformance, volume spikes, downtime) to WFM and Ops.

Recommend intraday staffing adjustments, breaks, and overtime requirements.

Maintain shrinkage logs and drive schedule compliance across shifts.

Support real-time reporting to clients and internal stakeholders.

Participate in post-day reviews to improve forecast accuracy and shift planning.

Requirements:

1–2 years in WFM/RTA roles within BPO or customer service operations.

Strong understanding of contact center metrics and queue management.

Experience with WFM tools (e.g., NICE IEX, Verint, Genesys, or similar).

Proficient in MS Excel, especially formulas and pivot tables.

Sharp analytical thinking and high attention to detail.

Strong communication and stakeholder coordination skills.