Analyst, Business, Data Analyst

Job Description Job Scope

The Real Time Analyst (RTA) is responsible for monitoring, managing, and optimizing intraday performance across the Contact center to ensure service level achievement and operational efficiency. The role provides real time insights, takes proactive actions to manage staffing fluctuations, and supports operations in maintaining optimal workforce utilization.

• Monitor queue performance, SLAs, AHT, shrinkage, agent adherence, and interval level trends in real time.
• Adjust skilling, routing, and agent allocations to ensure service level targets are met.
• Escalate risks to Operations and WFM leadership when thresholds deviate from plan.
• Track late logins, absences, and out of adherence behaviors; follow escalation protocols.
• Recommend intraday staffing changes (pull outs/pull ins, overtime, VTO, break/lunch calibration).
• Manage intraday activities such as meetings, coaching sessions, training, and offline activities.
• Coordinate with Team Leaders to minimize service-impacting schedule variances.
• Monitor real-time productivity indicators and drive corrective action in partnership with Operations.
• Publish hourly, mid-day, and end of day performance reports.
• Provide insights into trends impacting service level, occupancy, shrinkage, and forecast accuracy.
• Maintain real time dashboards and performance trackers.
• Support WFM with data validation and post shift variance analysis.
• Operate WFM systems (Genesys Cloud / NICE / Verint / other platforms).
• Ensure accuracy of queue routing, skilling changes, schedule adjustments, and intraday updates.
• Troubleshoot system-related issues and elevate to WFM/IT when required.

• Bachelor’s degree in business, Operations, Statistics, or related field (preferred).
• 1–3 years of experience in Workforce Management or Real Time Monitoring within a contact center.
• Experience using WFM tools such as Genesys Cloud, Verint, NICE IEX, or equivalent.
• Strong analytical and problem-solving skills with the ability to make rapid operational decisions.
• Excellent understanding of contact center metrics (AHT, SL, ASA, Occupancy, Shrinkage, etc.).
• Strong command of Excel/Sheets and real time reporting tools.
• High attention to detail and ability to work under pressure in a fast-paced environment.
• Strong communication skills to collaborate with Team Leaders and Operations.
• Ability to multitask and manage high-volume, real-time situations.
• Proactive, logical decision makers with strong follow through skills.

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