Real Time Analyst

Summary of the role: -As a Real Time Analyst you use your expertise to monitor and analyse real time/ intraday operations performance. You verify attendance and produce intraday reporting to ensure service level agreements are met.List of Functional 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 agreementsProvide real-time performance reports (aux activities, hold time, after call usage) and post mortem reports to Operations leaders in the established cadenceProactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actionsSupport communication with team leaders and frontline team membersYears of relevant experience:-8+ months of work experience in contact center; workforce management experience is a plus.Technical/Niche skillset required:Analytical & Problem-Solving Skills: This is the most critical skill. The candidate must be able to quickly analyze real-time data and metrics like Average Handle Time (AHT) and schedule adherence. They need to identify issues (e.g., staffing shortages, long hold times) and understand their impact on service level agreements (SLAs).Operational & Workforce Management Knowledge: A solid understanding of contact center operations is essential. This includes familiarity with key metrics like those listed (ACD, ACW, AHT) and an understanding of how they affect performance. Experience with workforce management principles is a significant plus.Data & Reporting Skills: The role requires monitoring data and producing reports. The candidate must be comfortable using reporting tools to provide performance reports and post-mortem analysis to team leaders and operations management.Communication Skills: The candidate must be able to proactively and clearly communicate intraday challenges to operations leaders. They need to provide updates and support required actions in a fast-paced environment. Strong written and oral English at a B1-B2 level is a requirement.Ability to work in a fast-paced environment: This is a key behavioral competency. The role is dynamic and requires quick thinking and the ability to manage multiple priorities simultaneously to address real-time issues as they arise.List of soft skills required:Knowledge of real time monitoring and reportingAnalytical and problem solving skillsAbility to work in a fast paced environmentAbility to solve problems in straightforward situations, analyzing possible solutions from experience, judgement and precedents