Real Time Analyst

Role DescriptionWe are seeking a proactive and detail-oriented Real Time Analyst (RTA) to join our Workforce Management (WFM) team. The RTA will be responsible for monitoring and managing intraday performance, ensuring service level goals are met and operational efficiency is maintainedQualificationsKey ResponsibilitiesMonitor call volume, staffing levels, and key metrics in real-time to ensure service level agreements (SLAs) are met. Coordinate with operations, scheduling, and support teams to address staffing gaps, breaks, and adherence issues. Provide timely intraday performance reports and updates to stakeholders. Identify and escalate potential risks to service delivery, such as high absenteeism or unexpected call spikes.

Manage skilling, re-skilling, and queue routing adjustments to balance workload. Document actions taken and recommendations for improving intraday processes. RequirementsPrevious experience as a Real Time Analyst or in a Workforce Management role in the BPO industry (1+ year preferred). Strong understanding of WFM tools (e. g. , IEX, Verint, Aspect, NICE) and reporting systems. Proficiency in Microsoft Excel and ability to create clear, concise reports. Excellent verbal and written communication skills in English. Strong problem-solving skills and the ability to make quick decisions under pressure. Flexibility to work in different shifts, including weekends or holidays, as required.