Real Time Analyst - (Back Office)

The Real Time Analyst is responsible for the execution of intraday service performance management across a 24/7 global Contact Centre operation.

Reporting to the Real Time Manager, the role focuses on monitoring real-time demand, staffing, adherence, and service levels, and executing intraday actions to protect SLAs across multiple channels, sites, and outsourced partners.

The Real Time Analyst acts as the operational control point for intraday service delivery, working in close partnership with Operations and SD Team Managers, who retain ownership of people management and agent performance

Essential Skills & Experience

• Experience in a Real Time / Intraday / WFM Analyst role within a contact centre environment.
• Strong understanding of intraday service management, adherence, and SLA protecti...