Real Time Analyst

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Job Title:** Real Time Analyst

Job Summary**

The Real Time Analyst is responsible for monitoring and managing real-time contact center performance to ensure service levels are met and resources are optimized. This role plays a critical part in maintaining operational efficiency and customer satisfaction.

Job Responsibilities**

• Monitor real-time contact center performance across multiple channels (voice, chat, email) to identify trends, outliers, and potential service impacts.
• Proactively identify and react to fluctuations in call volume, agent availability, and other key metrics to maintain service levels (e.g., AHT, ASA, Shrinkage, Occupancy).
• Execute real-time adjustments to agent schedules, skill assignments, and call routing to optimize staffing and ensure efficient workload distribution.
• Communicate effectively with key stakeholders regarding performance trends, staffing needs, and any real-time issues or escalations.
• Generate and analyze real-time and historical reports to identify opportunities for process improvement and efficiency gains.
• Collaborate with Workforce Planning and Operations teams to ensure alignment between forecasts, schedules, and real-time execution.
• Document and track real-time events, system outages, and operational decisions.
• Assist in the development and implementation of real-time management strategies and best practices.
• Participate in post-incident reviews to identify root causes and preventive measures for real-time performance deviations.
  
  

• Experience as a Real Time Analyst or any equivalent role is a plus.
• Strong understanding of Contact Center metrics (e.g., AHT, ASA, Service Level, Occupancy, Shrinkage, Abandonment Rate).
• Excellent analytical and problem-solving skills with the ability to make quick, data-driven decisions under pressure.
• Exceptional communication skills, both written and verbal, with the ability to convey complex information clearly to various stakeholders.
• Strong organizational skills and attention to detail.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Proficiency in Microsoft Office Suite, particularly Excel.
• Flexibility to work between 2 sites and various shifts, including weekends, and holidays, as dictated by business needs.