Real-Time Monitoring Analyst

Role & responsibilities

Real-Time Monitoring Analyst: 

• Performs real time monitoring, KPI reporting, incident trigger and alerting. 

• Real Time Monitoring of Contact Center Services on an interval basis monitoring 

areas such as but not limited to Call/Chat volumes, Average Handle Time (AHT), SLAs, 

Queue times, Agent availability etc 

• Monitoring socials to identify potential issues which could lead to customers 

contact requests. 

• KPI Reporting Intra-day, daily, weekly, monthly. 

• Trigger real time responses and pre-agreed procedures against pre-agreed 

“triggers” (priority 4, 3, 2, and 1) including the alerting of relevant Microsoft and 

Delivery Partner stakeholders, CSS command center Incident Management Team, CSS

crisis response as well as coordinating and running of incidents bridge calls when the

process necessitates. 

• Collect and consolidate a view of capacity plans from across our Delivery Partner 

ecosystem compared to pre-agreed planning assumptions and data sets. 

Consolidate a single view of risks and opportunities around the resources within the 

contractual timeframe. For example, spare capacity to utilize, and under resourced 

areas at risk. 

• Collect and consolidate a view by Delivery Partner on the intraday staffing 

requirements and interval level staffing plan as per the pre-agreed time scale to 

deliver service levels against expected demand. 

• Identify gaps and opportunities and develop recommendations and adjustments to 

plans, seeking to dynamically control in the look ahead and in real time the 

resourcing onto queues to maximize utilization and efficiency and to protect service 

levels. Collect, consolidate, and report on business continuity events metrics. 

• Perform analysis of historic staffing utilization and resource deployment, in effort 

to drive continuous improvement 

• Consolidate monthly Delivery Partner staffing performance, including Monthly MPI 

trends, identifying and highlighting trends and areas for investigation/recovery 

action. 

• Develop recommendations on suggested Delivery Partner allocations of 

requirements per Contact Center Services supported with data and insight. 

• Lead the resource lock process. 

• RTM Automation: Automated data collection of forecasting, headcount, and 

capacity planning. 

• Trending Analysis: Reporting and further development on metric trends. 

• Incident Correlation: Leverage Kusto tool/data to correlate to alerts and RTM issues.

Preferred candidate profile