Senior Real Time Analyst (RTA) - Night Shift

Senior Real Time Analyst (RTA) -  Night Shift

We are looking for a Senior Real Time Analyst (RTA) to join our team on mission. The RTA is responsible for real-time monitoring of service levels and operational performance across projects, platforms, or sites. The role ensures optimal resource allocation and supports the achievement of operational KPIs by proactively managing workload and identifying performance risks.

Key Responsibilities

• Monitor real-time performance across multiple Lines of Business using various workforce management tools.
• Track service levels and operational metrics for inbound calls, outbound calls, chats, and emails.
• Create and mai...