Real Time Analyst

Job Title:

Job Summary:

We are hiring a Real-Time Analyst responsible for managing and monitoring call center operations in real time. The ideal candidate will be experienced in workforce management tools, queue monitoring, and service level optimization for both domestic and international operations.

Key Responsibilities:

• Monitor real-time call volumes, staffing levels, and agent adherence
  
• Manage intraday reports and update stakeholders on SLAs, shrinkage, and deviations
  
• Respond to unexpected call volume spikes and reallocate workforce resources as needed
  
• Coordinate with operations, WFM, and quality teams to ensure productivity
  
• Generate and share hourly, intraday, and end-of-day performance reports
  
• Utilize WFM and ACD tools for accurate queue management and escalation tracking
  
• Support schedule adjustments and shrinkage tracking for optimum resource utilization
  

Required Skills:

• 14 years of experience in a real-time or workforce analyst role
  
• Proficiency with WFM tools (e.g., IEX, Verint, NICE, Aspect)
  
• Strong understanding of SLAs, AHT, occupancy, and real-time adherence metrics
  
• Excellent Excel skills (Pivot Tables, Lookups, Reporting Dashboards)
  
• Strong analytical thinking, attention to detail, and communication skills
  
• Ability to work in rotational shifts (if required)