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 Summar

yThe 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 Responsibiliti

• esMonitor real-time performance of contact center operations (calls, chats, emails
• ).Track and manage key KPIs such a s SLA, AHT, Service Level, Adherence, and Occupan c
• y.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 deviation
• s.Coordinate with Team Leaders to ensure optimal staffing level
• s.Generate and share real-time and intraday report
• s.Handle call volume spikes, system issues, or unexpected changes in workloa
• d.Ensure proper queue allocation and workload distribution across channel

s.
Qualifications & Requireme

• nts1–3+ years of experience in RTA / WFM / RTM within a BPO or contact center environme
• nt.Strong understanding of WFM to ols (e.g., Verint, NICE, Aspect, Genesys, etc
• .).Good knowledge of contact center KPIs and performance metri
• cs.Advanced skills in Excel / Google She e
• ts.Strong analytical and problem-solving skil
• ls.Good communication skills in Engli
• sh.Ability to work under pressure and in a fast-paced environme

nt.
Core Competen

• ciesAttention to de
• tailTime manage
• mentDecision-making under pres
• sureStakeholder communica
• tionAnalytical thin

king

• 
  KPIsService Level (SLA) achiev
• ementSchedule adhe
• renceIntraday performance acc
• uracyQueue management effic
• iencyReporting accuracy and timel

iness