RTA - Analyst

Job description

The Real Time Analyst (RTA) is responsible for monitoring real-time operational performance and ensuring service levels, productivity, and staffing requirements are met across the contact center or business operations environment. The role focuses on intraday workforce management, schedule adherence monitoring, and providing timely recommendations to optimize operational efficiency. Key ResponsibilitiesMonitor real-time queues, staffing levels, and operational performance.Track service levels, productivity, occupancy, and other key performance indicators (KPIs).Manage intraday staffing requirements through schedule adjustments, overtime, voluntary time off (VTO), and break/lunch optimization.Monitor agent adherence and attendance against scheduled activities.Identify performance risks and provide timely recommendations to Operations and Workforce Management teams.Generate and distribute real-time performance reports and intraday updates.Coordinate with Team Leaders and Operations Managers regarding staffing gaps and operational issues.Escalate service level risks and performance concerns as needed.Support workforce planning activities and special projects as assigned.Maintain data accuracy across workforce management systems and reports. QualificationsBachelor’s degree or equivalent work experience.2–4 years of experience in Workforce Management, Real-Time Management, or Contact Center Operations.Strong knowledge of workforce management concepts and scheduling principles.Experience using workforce management tools such as Verint, NICE IEX, Aspect, Genesys, or similar platforms.Advanced proficiency in Microsoft Excel.Strong analytical and problem-solving skills.Excellent communication and stakeholder management abilities.Ability to work in a fast-paced, shifting operational environment. Preferred SkillsExperience supporting multiple lines of business or regions.Knowledge of forecasting and capacity planning concepts.Familiarity with reporting and dashboard tools.