Real-Time Monitoring (RTM) Analyst

Purpose of Role: The Real-Time Monitoring (RTM) Analyst plays a critical role in ensuring consistent service delivery across all lines of business (LOBs) within the contact center. By continuously monitoring intraday performance, staffing levels, and schedule adherence, the RTM Analyst helps drive real-time decisions that optimize workforce productivity and maintain service level agreements (SLAs). The analyst serves as a central point of coordination for real-time floor support and works closely with Operations, Quality, and WFM planning teams.

Accountability & Responsibilities of Role:

• Monitor real-time contact centre activity across queues, channels, and LOBs to ensure service level targets are met.
• Track agent adherence, shrinkage, breaks, and schedule compliance throughout the day.
• Manage real-time adjustments such as overtime requests, voluntary time off (VTO), and break rescheduling.
• Identify and commun...