Real-Time Analyst (RTA)

The Real-Time Analyst is responsible for monitoring intraday performance, call volumes, staffing levels, and agent adherence to ensure service levels and KPIs are consistently achieved in the call center.

Key responsibilities

• Monitor real-time queues, call volumes, agent status, and performance dashboards to ensure service levels, AHT, and occupancy are within targets.
• Track agent schedule adherence, breaks, absenteeism, and shrinkage; flag and escalate deviations to Operations/Team Leaders.
• Execute intraday schedule changes (pull-ins, OT, early releases, skill changes, reallocations between queues/channels) to balance staffing with live demand.
• Coordinate with WFM Planning on intraday forecast vs. actual and recommend staffing actions to protect SL and other KPIs.
• Approve and log real-time exceptions such as training, meetings, coaching, system downtime, and unplanned leaves as per governance.
• Generate and share intraday, end-of-day, and shift-level performance reports with key stakeholders (SL, AHT, Abandonment, Adherence, Queue status, etc.).
• Identify trends, risks, and recurring issues impacting service levels and provide recommendations for operational improvement.
• Support BCP and incident management by tracking impact of outages, coordinating recovery plans, and documenting actions taken.
• Maintain accurate WFM data, logs, and documentation related to intraday decisions and performance.

Skills and competencies

• Strong analytical and problem-solving skills with the ability to interpret real-time dashboards and performance data quickly.
• High attention to detail, accuracy, and sense of urgency in a fast-paced environment.
• Effective verbal and written communication skills to coordinate with Operations, Team Leaders, and Management.
• Ability to multitask, prioritize, and make quick decisions under pressure while maintaining service commitments.
• Flexibility to work in shifts, weekends, and public holidays based on 24/7 call center requirements jobs.

Preferred/optional criteria

• Prior experience as an RTA in Telecom/BPO/contact center operations.
• Knowledge of call center KPIs (SL, AHT, ASA, Abandonment, Occupancy, Adherence, etc.).
• Familiarity with multi-channel environments (voice, email, chat, social).

Required qualifications

• Bachelor’s degree in business, Statistics, Mathematics, IT, or related field, or equivalent call center/WFM experience.
• 1–3 years of experience in a call center environment, preferably in Workforce Management, Real-Time Management, or Scheduling.
• Hands-on experience with workforce management tools (e.g., NICE, Verint, Genesys, IEX, or similar) and ACD/telephony reporting systems.
• Strong MS Excel skills (pivot tables, lookups, basic formulas; advanced is an advantage).