Job 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 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.

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.