Real-Time Analyst

Role Summary :

The Real-Time Analyst (RTA) plays a critical role in ensuring operational efficiency and service delivery performance by actively monitoring, analyzing, and managing real-time activities across multiple queues. This role serves as the first line of defense to ensure service levels and performance metrics are achieved, while supporting operations with timely and accurate reporting, issue escalation, and actionable insights.

Key Responsibilities :

A. Real-Time Monitoring & Queue Management

• Monitor real-time call, chat, or case queues to ensure service level goals are met consistently.
• Track and manage agent availability, idle time, and adherence in alignment with intraday staffing plans.
• Respond to spikes in volume or unexpected events (e.g., call surges, outages, high absenteeism) by adjusting break schedules and recommending intraday actions.
• Manage agent skill assignments in systems like Avaya / CMS and adjust as needed based on traffic patterns.
• Conduct pre-shift test calls and validate system readiness at the start of the day.
• Manage pre- and post-shift overtime to control people costs without compromising service levels.
• Raise red flags or risk alerts to operations for potential staffing imbalances.

B. Reporting & Analytics

C. Coordination & Stakeholder Engagement

D. Process Improvement & Support

Preferred Skills & Qualifications :