Job Description

Overview:

The Real-Time Analyst (RTA) is responsible for managing and monitoring real-time resource allocation in our contact center to meet forecasted call volumes while ensuring service level goals and efficiency targets. This role involves live monitoring, data analysis, and proactive problem-solving to optimize workforce efficiency and client satisfaction. Additionally, the role will evolve to incorporate Workforce Management (WFM) attributes, contributing to the broader planning and delivery lifecycle.
Qualifications:

Qualifications and Experience

Minimum 18 months of tenure as an RTA (essential). Experience within a BPO (essential). Experience in workforce management or real-time monitoring within a contact center environment. Matric equivalent qualification (essential). Proven experience with tools like IEX, Aspect, Calabrio, or similar platforms (preferred). Strong analytical and organizational skills with the ability to multitask.

Responsibilities:

Key Responsibilities

Real-Time Monitoring and Management (Skill changing in real-time) Monitor intraday service levels across all contact channels (voice, email, chat, and social media). Ensure real-time adherence to schedules and make necessary adjustments to meet service level agreements (SLAs). Proactively identify and mitigate potential disruptions in workforce allocation. Analysis and Reporting Analyze account KPIs and real-time data to identify trends, efficiency opportunities, and improvement areas. Prepare and deliver daily, biweekly, and monthly performance reports. Conduct root-cause analyses to explain forecast variances and recommend actionable improvements. Operational Collaboration Work closely with operations teams to refine delivery processes and address real-time challenges. Recommend and coordinate schedule changes to optimize resource allocation. Act as the point of contact for real-time decision-making and resolution of workforce management challenges. Stakeholder Engagement Present insights, performance stories, and interval-level impacts effectively to stakeholders. Ensure reports are accurate, reliable, and aligned with the needs of internal and external stakeholders.

Competencies and Skills Required

Technical Skills Proficiency in real-time monitoring tools like IEX, Aspect, Calabrio, or other omnichannel contact center solutions. Basic to intermediate Excel skills (pivot tables, data analysis). Familiarity with forecasting and workforce management software is a strong asset. Analytical and Problem-Solving Abilities Strong analytical skills to interpret data and drive decision-making. Attention to detail with the ability to identify patterns and trends in real-time data. Communication and Collaboration Effective verbal and written communication skills to interact with all levels of the organization. Ability to communicate technical insights in a clear and concise manner. Strong stakeholder management skills with a proactive approach to relationship building. Behavioral Attributes Organized, adaptable, and capable of working under pressure. Self-motivated with excellent time management skills and the ability to work independently. * Resilient and resourceful, with a positive attitude toward challenges and changes.