Real-time Analyst

Overview

The Real-time Analyst will oversee intraday performance monitoring and optimization within the Contact Center to maintain operational efficiency and meet service level goals. This role involves delivering real-time insights and managing workforce utilization dynamically to address fluctuations.

Key Responsibilities

• Continuously monitor queue performance metrics such as SLAs, average handling time, shrinkage, agent adherence, and interval trends in real time.
• Modify agent skilling, routing, and allocation to ensure adherence to service level targets.
• Alert Operations and Workforce Management leadership promptly when performance deviates from planned thresholds.
• Track employee attendance issues including late logins, absences, and adherence breaches, following escalation procedures.
• Propose and implement intraday staffing adjustments including pull outs/pull ins, overtime, voluntary time off, and calibrating breaks and lunches.
• Manage intraday activities like meetings, coaching, training sessions, and offline work to optimize productivity.
• Work with Team Leaders to reduce schedule deviations that impact service.
• Observe real-time productivity signals and collaborate with Operations to initiate corrective measures.
• Generate and distribute hourly, mid-day, and end-of-day performance reports.
• Analyze trends influencing service levels, occupancy, shrinkage, and forecast accuracy to inform management.
• Maintain up-to-date dashboards and performance trackers in real time.
• Assist Workforce Management with validating data and analyzing shift variances post-shift.
• Operate Workforce Management software platforms such as Genesys Cloud, NICE, Verint, or similar systems.
• Ensure accuracy in queue routing, skill assignments, scheduling updates, and other intraday changes.
• Diagnose system issues and escalate to Workforce Management or IT teams as needed.

Qualifications and Skills

• Bachelor’s degree in business, operations, statistics, or a closely related area is preferred.
• Between 1 and 3 years experience in Workforce Management or Real Time Monitoring in a contact center environment.
• Practical knowledge of Workforce Management tools like Genesys Cloud, Verint, NICE IEX, or equivalents.
• Strong analytical abilities and problem-solving aptitude with capability to make timely operational decisions.
• Deep understanding of contact center metrics such as AHT, service level, ASA, occupancy, and shrinkage.
• Advanced skills in Excel or Google Sheets and experience with real-time reporting technologies.
• Exceptional attention to detail and capacity to perform well under pressure in fast-moving settings.
• Effective communication skills for collaborating closely with Team Leaders and Operations personnel.
• Proficiency in multitasking and managing high-volume urgent situations efficiently.
• A proactive mindset combined with logical decision-making and consistent follow-through.

About the Employer

Miral Destinations