Position Summary
The Real-Time Analyst (RTA) is responsible for monitoring live call center performance, tracking agent adherence, and supporting operations with timely intraday decisions. This role focuses on protecting service levels, identifying coverage risks, communicating staffing concerns, and keeping Workforce and Operations aligned throughout the day. The RTA works closely with supervisors, managers, and the WFM team to ensure queues are monitored, exceptions are documented, and action is taken before small issues become larger performance gaps.
Key ResponsibilitiesR eal-Time Monitoring and Intraday Management
- Monitor live queues, service level, ASA, abandon rate, call volume, AHT, occupancy, and staffing coverage throughout the day.
- Identify risks in real time and communicate staffing gaps, spikes in volume, queue buildup, or system concerns to the appropriate leaders.
- Recommend immediate intraday actions such as moving breaks, adjusting lunches, requesting support, or escalating coverage concerns.
- Track actual performance against forecasted volume and staffing expectations, highlighting meaningful variances as they occur.
Attendance, Adherence, and Exception Tracking
- Monitor agent attendance, punctuality, schedule adherence, break/lunch compliance, and auxiliary code usage.
- Document late arrivals, absences, early logouts, extended breaks, system issues, and other real-time exceptions.
- Partner with supervisors to confirm agent status and drive timely correction of non-adherence or coverage gaps.
- Maintain accurate trackers and ensure real-time records are complete, clean, and ready for operational review.
Operational Communication and Escalation
- Provide clear and timely updates to Operations, Workforce, and leadership regarding queue performance and staffing conditions.
- Escalate urgent issues with enough context for leaders to act quickly, including affected campaign, timeframe, impact, and recommended next step.
- Support daily coordination with supervisors to confirm coverage, resolve agent status questions, and align on intraday priorities.
- Communicate professionally under pressure while keeping updates concise, factual, and action-oriented.
Reporting, Data Accuracy, and Follow-Up
- Prepare and distribute real-time or intraday reports summarizing attendance, adherence, SLA risks, queue conditions, and notable events.
- Review data for accuracy and investigate discrepancies between telephony systems, schedules, attendance records, and operational updates.
- Assist the Workforce team by documenting recurring trends that may impact future scheduling, staffing, or forecasting decisions.
- Support post-day review by summarizing key operational drivers, missed service level intervals, staffing shortages, and corrective actions taken.
Collaboration and Continuous Improvement
- Work closely with WFM, BI, QA, Operations, and training teams to improve visibility into daily performance and agent behavior.
- Suggest improvements to trackers, processes, dashboards, and communication routines that make real-time management more efficient.
- Participate in calibration or review meetings when real-time performance, attendance, adherence, or staffing trends need to be discussed.
Required Qualifications
- Experience in a call center, BPO, Workforce Management, Real-Time Analyst, Operations Support, or similar role.
- Strong understanding of call center metrics such as service level, ASA, abandon rate, AHT, occupancy, shrinkage, schedule adherence, and staffing coverage.
- Intermediate Excel or Google Sheets skills, including filters, formulas, pivot tables, data cleaning, and basic reporting.
- Ability to monitor multiple data sources while staying organized and accurate in a fast-paced environment.
- Strong written and verbal communication skills, with the ability to summarize issues clearly and escalate appropriately.
- Ability to work under pressure, prioritize urgent issues, and stay focused during high-volume intervals.
Preferred Qualifications
- Experience using workforce or telephony platforms such as Verint, Calabrio, NICE, Five9, 8x8, Cisco, Dialpad, Genesys, or similar tools.
- Experience creating intraday reports, attendance trackers, adherence trackers, or queue performance summaries.
- Basic knowledge of forecasting, scheduling, shrinkage, and capacity planning.
- Experience working with multiple campaigns, clients, queues, or lines of business at the same time.
Core Competencies
Competency
What It Looks Like
Real-time awareness
Quickly recognizes operational risks and queue behavior changes.
Accuracy and detail orientation
Maintains clean records and validates data before sharing updates.
Communication
Keeps leaders informed with clear, concise, and actionable updates.
Urgency and prioritization
Responds quickly to coverage issues while balancing multiple campaigns.
Ownership
Follows through on escalations, trackers, and daily operational commitments.
Success Measures
- Timely identification and escalation of service level or staffing risks.
- Accurate attendance, adherence, and exception documentation.
- Consistent delivery of intraday updates and end-of-day summaries.
- Improved supervisor visibility into agent status, queue conditions, and coverage gaps.
- Reduced avoidable non-adherence through proactive monitoring and follow-up.
Work Schedule and Expectations
The RTA role requires strong schedule reliability and flexibility, since coverage needs may vary by campaign, client, and operating hours. The analyst may be expected to support early starts, late coverage, weekends, holidays, or adjusted schedules based on business needs.
Sueldo: $4,000.00 a la semana
Lugar de trabajo: Empleo presencial
