RTA - Senior Analyst

Job description

The Senior Real Time Analyst is responsible for leading real-time workforce management activities, ensuring operational targets are achieved through proactive staffing management, advanced performance analysis, and strategic intraday decision-making. This role serves as a key partner to Operations leadership by providing workforce insights, coaching junior analysts, and driving continuous process improvements. Key ResponsibilitiesLead real-time monitoring of service levels, staffing, occupancy, and operational performance across multiple programs or business units.Analyze intraday trends and proactively implement staffing optimization strategies to minimize service level risks.Provide recommendations regarding schedule changes, overtime, VTO, cross-skilling, and resource allocation.Act as the primary point of contact for Operations leadership regarding workforce performance and staffing requirements.Conduct root cause analysis on performance variances and provide actionable recommendations.Develop and maintain real-time dashboards, reports, and performance analytics.Mentor and support Real Time Analysts in day-to-day workforce management activities.Drive process improvement initiatives to enhance workforce efficiency and reporting accuracy.Collaborate with Capacity Planning, Forecasting, Scheduling, and Operations teams to ensure workforce alignment.Lead incident management and business continuity staffing activities during operational disruptions.Present workforce performance reviews and operational insights to senior stakeholders. QualificationsBachelor’s degree or equivalent work experience.4–7 years of Workforce Management experience, including at least 2 years in a Real-Time Analyst role.Strong expertise in real-time workforce management and contact center operations.Advanced experience with workforce management tools (Verint, NICE IEX, Aspect, Genesys, etc.).Advanced Microsoft Excel skills, including data analysis and reporting automation.Experience with Power BI, Tableau, or similar reporting tools.Strong analytical, decision-making, and problem-solving skills.Excellent communication, stakeholder management, and presentation skills.Demonstrated ability to manage multiple priorities in a dynamic environment. Preferred QualificationsExperience supporting global operations and multiple regions.Leadership or mentoring experience within a Workforce Management function.Knowledge of forecasting, capacity planning, and workforce optimization methodologies.Experience driving operational improvement initiatives and workforce strategies.