Real Time Analyst- RTA

Description

Summary: As a Real Time Analyst, you will monitor and analyze real-time operations performance, verify attendance, and produce intraday reporting to ensure service level agreements are met. Highlights: 1. Monitor and analyze real-time/intraday operations performance. 2. Proactively communicate intraday challenges to Operations leaders. 3. Support communication with team leaders and frontline team members. **Real Time Analyst** **Last day to apply: Wednesday, January 21, 2026\.** ========================================================================== Position overview: As a Real Time Analyst you use your expertise to monitor and analyze real time/ intraday operations performance. You verify attendance and produce intraday reporting to ensure service level agreements are met. Key responsibilities: * Monitor real time metrics (attendance \& schedule adherence, average handle time\- AHT, automatic call distribution\- ACD\- talk time, after call work\- ACW) to ensure proper staffing levels and compliance with the account’s service level agreements * Provide real\-time performance reports (aux activities, hold time, after call usage) and post mortem reports to Operations leaders in the established cadence * Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actions * Support communication with team leaders and frontline team members Requirements: * Flexibility to work on\-site * Schedule flexibility * 8\+ months of work experience in contact center; workforce management experience is a plus * High school degree * English Level: B1\-B2 (oral/ written) Core competencies: * Giving support * Focusing on customers * Embracing technology * Managing self\-development Functional competencies: * Knowledge of real time monitoring and reporting * Analytical and problem solving skills * Ability to work in a fast paced environment