Time Analyst
Key Responsibilities Monitor real-time queues, agent performance, and service levels in call center. Take immediate actions to manage call volumes and maintain SLAs Coordinate with Operations and WFM teams for intraday adjustments Track adherence, attendance, and schedule compliance Provide real-time reporting and performance updates Identify risks and recommend corrective actions to optimize performance
About the RoleMinimum 1+ years of experience as RTA in a Contact Center environment (mandatory) Proven experience in real-time monitoring and workforce coordination. Strong understanding of Contact Center KPIs (SLA, AHT, occupancy, adherence, etc.) Hands-on experience with WFM tool (Genesys cloud) and reporting systems Excellent analytical, multitasking, and decision-making skills Ability to work under pressure and in shift-based environments Fluency in English is required.
Responsibilities- Monitor real-time queues, agent performance, and service levels in call center.
- Take immediate actions to manage call volumes and maintain SLAs.
- Coordinate with Operations and WFM teams for intraday adjustments.
- Track adherence, attendance, and schedule compliance.
- Provide real-time reporting and performance updates.
- Identify risks and recommend corrective actions to optimize performance.
- Minimum 1+ years of experience as RTA in a Contact Center environment (mandatory).
- Proven experience in real-time monitoring and workforce coordination.
- Strong understanding of Contact Center KPIs (SLA, AHT, occupancy, adherence, etc.).
- Hands-on experience with WFM tool (Genesys cloud) and reporting systems.
- Excellent analytical, multitasking, and decision-making skills.
- Ability to work under pressure and in shift-based environments.
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