Vacancy Description
As a Real-Time Analyst (RTA) , you will help ensure smooth day-to-day contact center operations by monitoring real-time performance, managing staffing risks, and coordinating immediate actions to maintain service levels and operational efficiency.
Key responsibilities
- Real-Time Monitoring & Intraday Management
- Monitor live contact center performance including queues, service levels, AHT, occupancy, and adherence
- Identify operational risks and proactively recommend corrective actions
- Take immediate action to mitigate SLA risks through staffing adjustments and queue management
- Track agent adherence and coordinate with Operations on schedule deviations
- Operational Coordination
- Communicate intraday performance updates, risks, and action plans to Team Leads, Operations Managers, and Workforce Management stakeholders
- Coordinate with Scheduling, Forecasting, and Operations teams to balan...
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