Real Time Analyst (RTA)

About the role

The Real Time Analyst (RTA) ensures smooth day‑to‑day contact‑center operations by monitoring performance in real time, managing staffing risks, and coordinating immediate actions to meet service‑level targets.

Key responsibilities

• Monitor live contact‑center metrics such as queues, service levels, AHT, occupancy and adherence.
• Identify operational risks and recommend corrective actions, adjusting staffing and queues to protect SLA compliance.
• Communicate intraday performance updates, risks and action plans to Team Leads, Operations Managers and Workforce Management stakeholders.
• Coordinate with Scheduling, Forecasting and Operations teams to balance demand and staffing in real time.
• Prepare and maintain real‑time dashboards, operational reports and analyse intraday trends to improve staffing efficiency.
• Support incident management by assessing impact and coordinating response actions.

Required profile

• 1–3+ years of experience in Workforce Management, Real‑Time Analysis or contact‑center operations.
• Strong understanding of contact‑center metrics such as SLA, AHT, occupancy, shrinkage and adherence.
• Analytical mindset with the ability to make quick, data‑driven decisions.
• Excellent communication skills and ability to collaborate with Operations, Team Leads, Scheduling and Forecasting teams.
• Detail‑oriented, high sense of ownership and able to manage multiple priorities in a fast‑paced environment.

Required skills

• Excel
• Google Sheets
• Reporting tools
• Dashboards
• Workforce management platforms (advantage)