Real Time Analyst

As a Real-Time Analyst, you will play a key role in supporting Operations by actively monitoring queue volumes and agent activity to ensure optimal resource allocation. You will track daily attendance, flag any discrepancies or unplanned absences, and identify deviations from schedules or service level agreements in real time. By collaborating closely with Operations and Workforce Management, you will help maintain consistent performance and operational efficiency. Your timely and accurate reporting will support swift decision-making and ensure compliance with service level targets and organizational standards.Requirements Monitor all workload components—including contact volume, average handle time (AHT), and staff shrinkage—to ensure alignment with forecasted and planned levels. Identify agents who are not in an available state at the start of their scheduled shifts and take appropriate action. Notify the team leader if an agent's unaccounted absence exceeds five minutes. Answer the agent call-out line to document absences, tardiness, and other schedule changes, and update the Workforce Management (WFM) system in near real-time. Ensure compliance with all relevant regulations, policies, and labor agreements when making schedule adjustments, including the application of overtime. Develop a working knowledge of call routing systems to ensure effective use of distribution rules as operational needs evolve throughout the day. Balance budget constraints with employee preferences when managing scheduling decisions. Prepare and communicate daily reports comparing forecasted versus actual workload, trends, agent availability, and any required adjustments. Provide hourly updates and, if necessary, convene a 10:00 AM group meeting with action items and assigned responsibilities. Make real-time scheduling adjustments for meetings, training sessions, coaching, and other off-phone activities. Handle intra-day schedule change requests, balancing operational requirements with individual needs, and escalate complex cases to team leaders as needed. Review previous day’s ACD (Automatic Call Distributor) data in the WFM system to ensure accuracy and distinguish between event-driven and normal workload for forecasting purposes. Conduct analyses to identify opportunities for improving operational efficiency, consistency, and employee satisfaction. Perform additional duties and assignments as required.