Real Time Analyst

• Monitor real-time queues, staffing versus plan, adherence and service level.
• Take intraday actions — breaks, offline activity, skilling, overtime and VTO — to protect service level.
• Communicate real-time alerts and escalations to Operations promptly.
• Log and analyse intraday events; provide same-day and next-day recaps.
• Manage adherence and real-time exception tracking.
• Reforecast intraday and flag risks to the plan as conditions change.
• Protect intraday service level.
• Track adherence.
• Escalate and respond quickly.
• Maintain accurate intraday reforecasts.

• 1–2+ years in a real-time, intraday or command-centre role in a contact centre.
• Understanding of service level, occupancy, adherence and staffing dynamics.
• Ability to make fast, sound decisions under pressure.
• Real-time WFM/RTA tools and ACD/telephony dashboards (e.g., NICE IEX, Verint, Genesys, Aspect).
• Intermediate Excel.
• Composure under pressure.
• Fast decision making.
• Clear communication.
• Vigilance.
• Sense of urgency.