Real-time Analyst

Job Overview

The Real-time Analyst will oversee and optimize intraday operations within the contact center, ensuring achievement of service levels and overall operational efficiency. This role involves monitoring performance metrics, managing staffing dynamics in real-time, and supporting operational excellence through proactive interventions.

Key Responsibilities

• Observe queue performance, adherence to service level agreements (SLAs), average handle time (AHT), shrinkage, agent compliance, and interval trends in real-time.
• Modify agent skills deployment, routing, and resource allocation dynamically to maintain target service levels.
• Immediately escalate to Operations and Workforce Management (WFM) leadership upon deviations from plan thresholds.
• Track and address late logins, absences, and agents not adhering to schedules, following established escalation processes.
• Suggest intraday workforce adjustments including pull-ins, pull-outs, overtime, voluntary time off (VTO), and break scheduling.
• Manage and coordinate intraday activities such as meetings, coaching, training, and offline tasks.
• Collaborate with Team Leaders to reduce schedule variances affecting service delivery.
• Monitor productivity metrics continuously and partner with Operations to initiate corrective actions.
• Generate hourly, mid-shift, and end-of-day performance reports to inform stakeholders.
• Provide analytical insights on trends influencing service levels, occupancy, shrinkage, and forecast accuracy.
• Maintain and update real-time dashboards and performance tracking tools.
• Assist WFM with post-shift variance analyses and data validation activities.
• Operate workforce management platforms such as Genesys Cloud, NICE, Verint, or similar tools.
• Ensure accuracy in queue routing, skill assignments, scheduling adjustments, and intraday updates.
• Identify and troubleshoot system issues, escalating as needed to WFM or IT support.

Candidate Profile

• Bachelor’s degree in business, operations, statistics, or related fields preferred.
• 1 to 3 years’ experience in workforce management or real-time monitoring in contact center settings.
• Proficient with WFM software like Genesys Cloud, Verint, NICE IEX, or equivalents.
• Strong analytical aptitude and rapid decision-making capabilities during operational situations.
• Comprehensive understanding of contact center performance indicators including AHT, service level, average speed of answer (ASA), occupancy, and shrinkage.
• Advanced proficiency in spreadsheet tools (Excel, Google Sheets) and real-time reporting platforms.
• Exceptional attention to detail and ability to excel under pressure in a fast-moving environment.
• Effective verbal and written communication skills for collaboration with team leaders and operational staff.
• Capable of multitasking and managing multiple high-priority real-time demands concurrently.
• Demonstrates proactive, logical thinking with strong follow-up and execution skills.

About Miral Destinations

Miral Destinations is the employer offering this role, committed to operational excellence in contact center services.