Real-Time Analyst

Job Description

Real-Time Analyst (RTA)

Department: Workforce Management (WFM)

Reports To: Senior Workforce Manager

Position Summary

The Real-Time Analyst (RTA) is responsible for monitoring and managing real-time contact

center performance to ensure operational targets are achieved. This role partners closely

with Operations, Scheduling, Capacity Planning, and Reporting teams to proactively identify

service risks, optimize staffing, and maintain service levels across multiple business

functions within a multi-skilled environment.

Key Responsibilities

Real-Time Performance Management

 Monitor real-time performance across Inbound Voice, Outbound, and Administrative

workstreams.

 Monitor Service Level (SLA), Average Speed of Answer (ASA), Queue Performance,

Abandon Rate, Average Handle Time (AHT), Occupancy, Agent Availability, and

Schedule Adherence.

 Identify performance trends and proactively communicate service risks and

recommended actions.

Intraday Workforce Management

 Monitor actual performance against forecast and staffing plans.

 Analyze variances in contact volume, AHT, staffing, and shrinkage.

 Execute approved intraday staffing adjustments including break and lunch optimization,

offline activity management, overtime, VTO, skill movement, resource reallocation, and

administrative work balancing.

 Recommend tactical actions to maintain operational performance and achieve service

targets.

Operational Communication

 Provide timely operational updates to Operations and Workforce Management

stakeholders.

 Escalate service risks with supporting analysis and recommendations.

 Collaborate with Operations leaders to implement recovery plans during service-

impacting events.

Reporting and Analysis

 Prepare and distribute accurate intraday reports covering Service Level, ASA, Queue

Performance, Staffing Variance, Schedule Adherence, Occupancy, Interval Performance,

and Intraday Staffing Actions.

 Maintain accurate records of operational decisions and staffing adjustments.

Continuous Improvement

 Support initiatives that improve workforce efficiency and operational performance.

 Identify opportunities to reduce staffing leakage and improve resource utilization.

 Partner with Forecasting, Scheduling, Capacity Planning, and Operations teams to drive

continuous process improvement.

Key Performance Indicators (KPIs)

 Service Level Achievement

 Average Speed of Answer (ASA)

 Schedule Adherence

 Occupancy

 Staffing Optimization

 Queue Stability

 Accuracy and Timeliness of Reporting

 Effectiveness of Intraday Decision Making

Qualifications

Education

Bachelor's degree preferred but not required.

Experience

 Experience in real-time workforce management within a multi-skilled contact center

environment.

 Experience supporting Inbound Voice, Outbound, and Administrative workstreams.

 Experience using Workforce Management and contact center technologies.

Technical Skills

Experience with Workforce Management solutions such as NICE CXone WFM, NICE IEX,

Verint, Calabrio, Genesys WFM, or other workforce management platforms.

Proficiency in Microsoft Excel, Workforce Management applications, and contact center

reporting tools.

Working knowledge of intraday workforce management, forecasting and scheduling

concepts, capacity planning principles, and contact center operational metrics.

Core Competencies

 Analytical thinking

 Decision-making under pressure

 Strong communication skills

 Attention to detail

 Time management and prioritization

 Stakeholder management

 Adaptability

 Problem-solving

 Team collaboration

 Customer-focused mindset

Working Conditions

Willingness to work a rotating schedule, including weekends and public holidays, based on

business requirements.

Ability to support a 24/7 contact center environment.

Success Measures

 Proactively identifies and mitigates service risks.

 Delivers accurate and timely intraday reporting.

 Optimizes staffing resources to meet operational targets.

 Builds effective partnerships with Operations and Workforce Management teams.

 Makes sound, data-driven decisions in a fast-paced, multi-skilled contact center

environment.