Job Description
Job Summary
The Real-Time Analyst is responsible for monitoring real-time service levels, call volumes, agent availability, and queue performance to ensure optimal workforce utilization and SLA achievement. The role supports operations by making real-time adjustments and providing actionable insights.
Key Responsibilities
- Monitor real-time queues, call volumes, AHT, shrinkage, and service levels
- Ensure SLA and KPI targets are met through proactive real-time actions
- Manage agent adherence, schedule compliance, and intraday performance
- Communicate with Operations and WFM teams regarding staffing gaps or surpluses
- Execute real-time call routing, skill changes, and re-forecasting as needed
- Identify and escalate risks impacting service delivery
- Prepare and share real-time and intraday performance reports
- Support floor management with real-time decision-making
- Analyze trends and recomm...
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