Real Time Management analyst (German, French, Spanish, Italian, Portuguese)

I. Position Summary

The Real-Time Management Analyst is responsible for the continuous monitoring and proactive management of contact center performance metrics to ensure immediate alignment with Service Level Agreements (SLAs) and productivity goals. This role requires rapid, data-driven decision-making and clear communication to maintain optimal staffing and efficiency throughout the day.

II. Key Responsibilities

A. Real-Time Monitoring & Intervention

• Continuous Monitoring: Actively monitor all communication channels (calls, chat, email queues) and agent activities (login status, break/lunch adherence) using WFM software and ACD systems.
• Deviation Management: Identify and promptly address all deviations from the plan, including unexpected volume surges, high Average Handle Time (AHT), system outages, or excessive agent non-adherence (e.g., late breaks, unapproved absences).
• Intraday Adjustments: Execute tactical changes to the daily schedule to mitigate risks to service level goals. This includes:
• Approving or denying off-phone activities (training, coaching, team meetings).
• Adjusting or moving agent breaks and lunches.
• Temporarily re-skilling or reallocating agents to understaffed queues.
• Outage Management: Act as the WFM point of contact for system issues/outages, escalating them immediately to IT/Tech teams and providing real-time staffing impact updates to Operations leadership.

B. Adherence Management

• Track Adherence: Monitor and report agent adherence to schedule (Real-Time Adherence or RTA) and communicate deviations to Operations supervisors for immediate coaching/correction.
• Shrinkage Tracking: Track and log all scheduled and unscheduled shrinkage events (e.g., call-ins, technical issues, late starts) for reporting and future forecasting accuracy.

C. Reporting & Communication

• Performance Updates: Generate and distribute real-time and intraday reports (e.g., Service Level attainment, Occupancy) to Operations leaders, providing concise commentary on performance drivers and recommended actions.
• Daily Log: Maintain a detailed hourly log of operational performance, including key events, decisions made, and the resulting impact on service level.
• Collaboration: Work closely with Supervisors, Team Leads, and other WFM team members (Forecasting/Scheduling) to communicate staffing gaps and provide context for next-day planning.

III. Required Skills & Qualifications

A. Essential Skills

• Analytical Thinking: Strong quantitative and analytical skills with the ability to quickly interpret real-time data and make rapid, calculated decisions under pressure.
• WFM Systems Expertise: Proficiency in a major Workforce Management (WFM) software (e.g., NICE IEX, Verint, Genesys, Aspect) and/or ACD reporting systems.
• Technical Proficiency: Solid proficiency in Microsoft Excel for data manipulation and reporting.
• Communication: Exceptional verbal and written communication skills to clearly and professionally convey performance status and required actions to all levels of the organization.

B. Experience & Education

• Experience: Minimum 1-2 years of experience in a WFM Real-Time, Command Center, or Operations Analyst role within a contact center, customer support, or high-volume service environment.
• Education: Bachelor’s degree in Business, Finance, Operations Management, or a related quantitative field preferred.

C. Key Competencies

• Decisiveness: Ability to prioritize and make sound judgments quickly in a constantly changing environment.
• Attention to Detail: Meticulous focus on data accuracy and logging of events.
• Resilience: Ability to work effectively under pressure and thrive in a fast-paced, high-visibility role.