Real Time Analyst

Job Description

Role Overview We are seeking a full-time, Real Time Analyst (RTA) to monitor both English and Spanish calls, ensuring adherence to operational standards and real-time performance management. As an RTA, you will be responsible for monitoring live calls, ensuring agents follow prescribed protocols, manage campaign performance and providing support to the operations team for smooth, efficient workflow. Key Responsibilities Agent Overwatch: Monitor applications in real-time to ensure agent adherence to the schedule Capture and send screenshots of real time dialer status, remove agents from incorrect pause/AUX codes, and ensuring breaks and lunches are within the allotted time Monitor campaign performance on the dialer and make necessary changes Assist in the overall campaign management processes, ensuring all filter and dialing plans are followed Manage service levels, providing recommendations to Operations on agent adjustments (adding/removing agents) Generate and distribute the daily/weekly reports to relevant stakeholders Help with onboarding /off boarding tasks. Creating and deleting user/access Ids Provide coverage during team members' PTOs and unexpected absences Notify Operations teams via chat, sending screenshots of the application for visibility Master RCx dailer settings and help run RCx Qualification Strong English language proficiency and reading skills Open availability to cover shifts during PTO or unexpected scheduling changes (ability to work outside a set schedule) Proactive thinking and a quick learning aptitude Intermediate Excel skills for report generation and analysis Detail-oriented with an excellent ability to track and organize information Strong memory and organizational skills Team player with a collaborative mindset Strong critical thinking skills to use knowledge for making informed decisions Good leadership qualities and a positive personality Some experience in workforce and dialer management is preferred Self-motivated, honest, and dependable Schedule Manage changing/extended shift timings as needed to cover team members' absences Regular working hours: Monday through Friday, 11:00 AM - 7:00 PM CT (Central Time) when not covering absences Experience RTA experience is a must or relevant WFM experience Qualifications Any Graduate (Any Specialization). PG (Any Specialization) - Preferred but not required.