Job Summary

The Real-Time Analyst is responsible for monitoring real-time service levels, call volumes, agent availability, and queue performance to ensure optimal workforce utilization and SLA achievement. The role supports operations by making real-time adjustments and providing actionable insights.

Key Responsibilities

• Monitor real-time queues, call volumes, AHT, shrinkage, and service levels
• Ensure SLA and KPI targets are met through proactive real-time actions
• Manage agent adherence, schedule compliance, and intraday performance
• Communicate with Operations and WFM teams regarding staffing gaps or surpluses
• Execute real-time call routing, skill changes, and re-forecasting as needed
• Identify and escalate risks impacting service delivery
• Prepare and share real-time and intraday performance reports
• Support floor management with real-time decision-making
• Analyze trends and recomm...