Overview: The Real-Time Analyst (RTA) is responsible for monitoring intraday operations to ensure service level targets are achieved and staffing is optimized in real time.
Key Responsibilities: • Monitor queues, staffing levels, and service performance in real time
• Track attendance, schedule adherence, and workforce utilization
• Identify, communicate, and escalate operational risks that may impact performance
• Provide immediate recommendations and action plans to address staffing or service level gaps
• Support operational efficiency through proactive workforce monitoring
Qualifications: • At least 1 year of Workforce Management (WFM) or Real-Time Analyst (RTA) experience in a BPO environment
• Strong analytical and problem-solving skills
• Proficient in Microsoft Excel and workforce management tools
• Excellent communication and stakeholder management skills
• Ability to work in a fast-paced, shifting schedule environment