Realtime Analyst

Key Responsibilities

• Real-Time Monitoring & Queue Management

Monitor real-time queues across:Inbound/Outbound voiceChat, Email, Back-office workstreams

Track performance against key metrics:Service Level (SL)ASA, Queue depthAHT, Abandonment rate

Ensure queues are balanced and staffed appropriately

• Intraday Performance ManagementCompare actual performance vs forecast and schedule

Identify variances and highlight risks proactively

Execute immediate corrective actions to maintain SLAs:Skill reassignments

Queue prioritizationTask redistribution

• Adherence & Shrinkage Monitoring

Track real-time schedule adherence at agent and team level

Highlight non-adherence and coordinate with Operations for corrective action

Monitor shrinkage (planned vs unplanned) and flag deviations

• Real-Time Decision Making

Recommend and execute intraday actions such as:Overtime (OT)Voluntary Time Off (VTO)

Shift extensions or adjustments

Manage contingencies during:Volume spikes

System outages

Staff shortages

• Stakeholder Coordination

Work closely with:Operations (Team Leaders / Managers)

Scheduling and Planning teams

Act as a bridge between WFM and Operations for real-time updates

Communicate performance insights, risks, and action plans clearly

• Reporting & Dashboards

Publish intraday reports capturing:Service level trends

Queue performanceAdherence metrics

Maintain RTA trackers and dashboards using:ExcelWFM tools

Provide timely updates at defined intervals (hourly/daily)

• Tools & Systems

Work on real-time monitoring using:Verint / Genesys / Aspect

Ensure accuracy of real-time data feeds and dashboards

Support automation and reporting enhancements

• Governance & ComplianceEnsure adherence to:Client SLAs and KPIsoperational guidelines and governance

Maintain logs of actions taken for audit and review purposes

Graduate in any discipline

2–4 years of experience in WFM (RTA / Intraday management)

Experience in BPO/contact center environment is mandatory

Exposure to multi-channel operations (voice & digital) preferred

US Rotational Night Shift