Description

The Real Time Analyst (RTA) is responsible for monitoring real-time operational performance to ensure service level goals, staffing requirements, and operational KPIs are achieved. This role works closely with Operations, Workforce Management, and key stakeholders to manage intraday performance, staffing efficiency, schedule adherence, and interval-level staffing optimization while ensuring a high-quality customer experience.

The RTA plays a critical role in identifying operational risks, managing staffing adjustments, supporting outage management, and providing real-time recommendations to maintain operational stability and productivity.

Key Responsibilities & Accountabilities

• Monitor real-time queue performance, incoming contact volumes, staffing levels, and interval trends across all supported channels.
• Work closely with Operations and WFM teams to ensure service level goals and operational KPIs are consistently achieved...