Real Time Analyst

 Real-Time Analyst

Job Summary:

The Real-Time Analyst is responsible for monitoring real-time operations and ensuring that service level agreements (SLAs) are met. This role involves analyzing data trends, providing insights, and making recommendations to enhance efficiency and improve customer service delivery.

Key Responsibilities:

• Real-Time Monitoring: Monitor call volume, staffing levels, and service metrics to ensure optimal performance and adherence to SLAs.
• Data Analysis: Analyze data trends and patterns to identify opportunities for process improvement.
• Reporting: Generate and distribute real-time performance reports to management and team leaders.
• Communication: Act as the liaison between operational teams, management, and other departments to address staffing needs and service level issues.
• Decision Making: Make informed decisions regarding resource allocation, including adjustments to staffing based on real-time data.
• Problem Solving: Identify and resolve operational issues quickly to minimize service disruption.
• Training and Support: Provide guidance and training to staff on performance expectations and operational processes.
• Incident and Downtime Tracking: Serve as the primary point of contact between the Command Center, IT and BPOs for the escalation of tickets related to software or platform downtime, as well as agent computer issues.

Qualifications:

• Education: Bachelor’s degree in business administration, Operations Management, or a related field (preferred).
• Experience:  4+ years’ experience in a call center or similar environment, preferably in a real-time analyst role.
• Experience: 5+ years’ Workforce management role i.e RTA/Scheduling etc

Skills:

• • Strong analytical and problem-solving skills.
  • Proficiency in data analysis tools and software (e.g., Excel, NICE WFM software).
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and make quick decisions.

Working Conditions:

• May require working evenings, weekends, or holidays based on operational needs.
• Fast-paced, high-pressure environment.

Benefits:

• Competitive salary
• Health and wellness programs
• Opportunities for professional development and advancement

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