About the Role

As a Real-Time Analyst (RTA) in our dynamic contact center, you will play a key role in supporting workforce performance, operational stability, and customer experience outcomes. You will monitor real-time contact center metrics, identify performance risks or volume changes, and help drive data-informed decisions to maintain service levels and operational targets. This role requires strong analytical thinking, clear communication, and the ability to stay organized and responsive in a fast-paced, customer-focused environment. You will partner closely with Operations, Workforce Management partners, and Leadership teams to support real-time adjustments to staffing, schedules, and workflows as business needs change. This role serves as an entry point into Workforce Management real-time operations and provides opportunities to grow into advanced real-time, scheduling, forecasting, or workforce analytics roles based on performance and skill development.

Your Area of Focus

• Monitor and analyze real-time metrics, including contact volume, queue health, agent adherence, occupancy, and service level targets.
• Proactively respond to fluctuations in volume or staffing and make dynamic data-driven decisions to maintain optimal service levels and customer experience outcomes.
• Monitor agent adherence to schedules and support real-time staffing adjustments, including exception handling, break optimization, and intraday schedule changes to ensure optimal staffing levels.
• Communicate with supervisors and team leads to address schedule or performance variances and partner on real-time corrective actions.
• Generate and analyze daily, weekly, and monthly reports on key performance metrics to support operational insights and workforce planning.
• Identify trends, patterns, risks, and opportunities for improvement based on historical data and real-time observations.
• Work closely with operations, Quality, and Workforce Management partners to understand business objectives and align real-time decisions to support performance goals and customer experience.
• Contribute to meetings and discussions related to performance results, real-time insights, and process or workflow enhancements.
• Effectively communicate with agents, supervisors, and leadership regarding real-time performance, staffing impacts, and schedule adjustments.
• Provide timely updates during peak periods, service risks, or operational disruptions and help coordinate response actions.
• Leverage workforce management tools and reporting platforms to monitor, analyze, and communicate real-time and historical performance data.
• Actively engage in the implementation and optimization of technological solutions to enhance operational efficiency.
• Reviews and process schedule change requests and same-day staffing exceptions in alignment with business and coverage requirements.

Your Professional Qualifications

• 1+ years of experience in a contact center, operations support, or workforce-related role (real-time, reporting, scheduling, or similar experience).
• Strong analytical and problem-solving skills with the ability to interpret data quickly and make informed decisions.
• Working understanding of contact center metrics and key performance indicators such as Service Level, AHT, Adherence, Occupancy, and Shrinkage.
• Understanding the importance of customer experience and how operational decisions directly impact customer satisfaction and business outcomes.
• Ability to adapt to changing priorities and make sound real-time decisions in fast-paced, high-visibility environments.
• Effective collaboration skills to work with the ability to partner across Operations, Workforce Management, Quality and leadership teams.
• Ability to convey complex or data-driven information in a clear, concise, and actionable manner.
• Detail-oriented with a strong focus on accuracy, data integrity, and follow-through.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Excel or Google Sheets (formulas, data organization, pivots, or similar data analysis functions).
• Eagerness to learn, develop technical and analytical skills, and grow within the Workforce Management team.

(For Recruiter use only) #LI-AH1 #LI-Hybrid