SUMMARY

The Real-Time Analyst (RTA) is responsible for monitoring and managing day-to-day operations in the contact center to ensure optimal staffing levels, service levels, and adherence to the plan. This role plays a critical part in ensuring what we plan is executed and deviation to the plan is highlighted to leadership. The role is responsible for efficient intraday operations, resolving immediate staffing issues, and communicating with operations to balance workload distribution.
 

DUTIES & RESPONSIBILITIES

• Monitor real-time call volume, handle time, and service levels, and take immediate action to adjust agent scheduling or activities to ensure targets are met.
• Collaborate with operations to manage intraday staffing needs, including breaks, lunches, and other off-phone activities.
• Communicate any system outages, high volume periods, or other operational challenges with the leadership team.
• Provide intraday performance reports and recommend adjustments based on real-time data.
• Coordinate with supervisors and team leads to ensure adherence to schedules and address any issues impacting productivity.
• Analyze and adjust real-time schedules to account for absenteeism, unplanned events, or volume fluctuations.
• Actively manage agent adherence and occupancy to ensure alignment with forecasts and schedules.

REQUIREMENTS & QUALIFICATIONS

Education:

• High school diploma or equivalent is required.
• An Associate’s or Bachelor’s degree in Business, Statistics, Operations, or a related field is preferred but not required.
• Relevant experience in a contact center or workforce management environment may be considered in lieu of formal education

COMPETENCIES

• A lover of all things plan execution. You love when a plan comes together.
• Previous experience as an RTA or in a similar real-time management role (preferred 1-2 years).
• Proficiency in WFM software tools (e.g., Five9, Verint, or similar tools).
• You have an affinity for action. You have the ability to analyze real-time data and make immediate decisions based on changing operational needs.
• Excellent communication skills, with the ability to collaborate effectively with multiple teams.
• Strong organizational skills and attention to detail.