RTA

WHO WE ARE:

Konecta is a leading global service provider in customer management, business process, and digital outsourcing, with 120,000 employees working in 30 languages across 4 continents and 26 countries . We offer end-to-end customer management solutions—including acquisition, retention, customer service, technical support, and collections—powered by world-class expertise in customer experience, process management, and digital technologies. Headquartered in Madrid, Konecta generates €2 billion in global revenues and serves 500+ clients across telecoms, energy, banking, mobility, retail, and e-commerce.

Role Summary

The Real-Time Analyst (RTA) is responsible for monitoring and managing real-time operations within the contact center to ensure service levels and operational KPIs are consistently met. The role focuses on intraday performance management, schedule adherence, and proactive decision-making to optimize workforce efficiency.

Key Responsibilities

• Monitor real-time performance of contact center operations (calls, chats, emails).
• Track and manage key KPIs such as SLA, AHT, Service Level, Adherence, and Occupancy .
• Identify performance gaps and take immediate actions (e.g., re-skilling, queue management, break adjustments).
• Communicate intraday performance updates to Operations, Team Leaders, and Workforce Management (WFM).
• Manage agent schedule adherence and highlight any deviations.
• Coordinate with Team Leaders to ensure optimal staffing levels.
• Generate and share real-time and intraday reports.
• Handle call volume spikes, system issues, or unexpected changes in workload.
• Ensure proper queue allocation and workload distribution across channels.

Qualifications & Requirements

• 1–3+ years of experience in RTA / WFM / RTM within a BPO or contact center environment.
• Strong understanding of WFM tools (e.g., Verint, NICE, Aspect, Genesys, etc.).
• Good knowledge of contact center KPIs and performance metrics.
• Advanced skills in Excel / Google Sheets .
• Strong analytical and problem-solving skills.
• Good communication skills in English.
• Ability to work under pressure and in a fast-paced environment.

Core Competencies

• Attention to detail
• Time management
• Decision-making under pressure
• Stakeholder communication
• Analytical thinking

KPIs

• Service Level (SLA) achievement
• Schedule adherence
• Intraday performance accuracy
• Queue management efficiency
• Reporting accuracy and timeliness