Job Description

Job Summary

The Real-Time Analyst is responsible for monitoring real-time service levels, call volumes, agent availability, and queue performance to ensure optimal workforce utilization and SLA achievement. The role supports operations by making real-time adjustments and providing actionable insights.

Key Responsibilities

  • Monitor real-time queues, call volumes, AHT, shrinkage, and service levels
  • Ensure SLA and KPI targets are met through proactive real-time actions
  • Manage agent adherence, schedule compliance, and intraday performance
  • Communicate with Operations and WFM teams regarding staffing gaps or surpluses
  • Execute real-time call routing, skill changes, and re-forecasting as needed
  • Identify and escalate risks impacting service delivery
  • Prepare and share real-time and intraday performance reports
  • Support floor management with real-time decision-making
  • Analyze trends and recomm...

Apply for this Position

Ready to join RSD Human Resource Management Consultancy? Click the button below to submit your application.

Submit Application