Monitor live contact center performance including queues, service levels, AHT, occupancy, and adherence
Identify operational risks and proactively recommend corrective actions
Take immediate action to mitigate SLA risks through staffing adjustments and queue management
Track agent adherence and coordinate with Operations on schedule deviations
Communicate intraday performance updates, risks, and action plans to Team Leads, Operations Managers, and Workforce Management stakeholders
Coordinate with Scheduling, Forecasting, and Operations teams to balance demand and staffing in real time
Support incident management by assessing operational impact and coordinating response actions
Prepare and maintain real-time dashboards and operational reports
Analyze intraday trends and identify opportunities to improve staffing efficiency and service performance
Help maintain target service levels and customer experience standards

1–3+ years of experience in Workforce Management, Real-Time Analysis, or contact center operations
Strong understanding of contact center metrics such as SLA, AHT, occupancy, shrinkage, and adherence
Strong analytical and problem-solving skills with the ability to make quick, data-driven decisions
Proficiency in Excel or Google Sheets
Experience with reporting tools, dashboards, or workforce management platforms is an advantage
Strong communication skills with the ability to clearly communicate operational risks and recommendations
Ability to collaborate effectively with Operations, Team Leads, Scheduling, and Forecasting teams
Ability to work in a fast-paced and dynamic operational environment
Strong attention to detail and high sense of ownership
Able to manage multiple priorities simultaneously
Flexible to work shifts, weekends, or holidays when required

Real Time Analyst, RTA

Key skills