Lead - RTA

Position:

Department:

Hierarchy:

Direct Supervisor:

The Real-Time Analyst (RTA) is responsible for monitoring call center agents' performance and ensuring optimal staffing levels to meet service level agreements (SLAs) in real time. The RTA will provide timely and accurate data to maintain efficiency and productivity while balancing customer satisfaction. This role requires swift decision-making and constant communication with team leaders and other stakeholders.

Primary Responsibilities

1. Real-Time Management

1.1. Monitor call volume, agent activity, and performance in real time to ensure efficient operations.

1.2. Maintain and optimize service levels by making real-time decisions related to staffing, breaks, and lunch schedules based on call volume trends.

1.3. Schedule offline times, absences, or any other exceptions in real time using WFM tools (Scheduly, SQL).

1.4. Recommend schedule changes, overtime, or adjustments in agent availability to address deviations from forecasted demand.

1.5. Communicate with supervisors, team leaders, and management regarding any performance issues, outages, or unexpected spikes in call volume.

2. Documentation and Monitoring

2.1. Present intraday results along with different actions taken during the day.

2.2. Generate and analyze real-time and historical reports related to agent productivity, occupancy, and adherence.

2.3. Quickly escalate any system outages, technical issues, or staffing shortages that may impact service delivery.

3. Forecasting and Analysis

3.1. Provide input to long-term and short-term forecasting models, working closely with the workforce management team.

3.2. Analyze and modify schedules in demand based on current volume, SLAs, shrinkage, and productivity trends.

3.3. Troubleshoot issues as they arise in real time, making adjustments to schedules or staffing levels to avoid service disruption.

4. Policies and Procedure Compliance

5.1. Ensure all policies, procedures, applicable rules, regulations, and standards are strictly followed as per client guidelines.

5.2. Participate and contribute in all company initiatives or events (e.g., training, awareness meetings) related to Information and Information Security, PCI compliance, etc.

5.3. Actively participate in WFM policy creation and process standardization.

5.4. Perform other functions as directed by the immediate superior.

Education

Preferred background in fields related to statistics, systems engineering, programming, data analytics, etc., or equivalent work experience.

Experience

• Proven experience in a call center environment, preferably in a real-time analyst or workforce management role.
• Strong understanding of workforce management concepts, including call volume forecasting, scheduling, and adherence.
• Proficiency in WFM tools and software (e.g., NICE, Verint, IEX).
• Excellent analytical skills and attention to detail.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong communication skills, with the ability to interact effectively with all levels of staff.
• Ability to make decisions quickly and handle pressure in a real-time environment.

Competencies

• Detail-Oriented
• Logical Thinking
• Time Management
• Achievement-Oriented