About the Role

We are looking for a highly organized and detail-oriented Real-Time Analyst (RTA) to join our Workforce Management (WFM) team. The RTA will be responsible for monitoring and managing real-time contact center performance to ensure service levels, productivity, and occupancy goals are met across all queues.

Key Responsibilities

• Monitor real-time queue and agent activity to ensure optimal staffing and service level adherence.
• Manage and adjust agent schedules and skilling as needed to respond to intraday changes.
• Provide real-time updates to operations teams regarding call volume, handle time, and adherence.
• Collaborate with WFM Planners and Operations to provide insights and performance reports.
• Identify trends or anomalies in contact volume and escalate issues accordingly.
• Maintain constant communication with team leads and supervisors to manage shrinkage and availability.

Requirements

• 1–2 years of experience in a call center environment, preferably in a WFM or RTA role.
• Strong analytical skills and proficiency with WFM platforms (e.g., Verint, NICE, Genesys, or similar).
• Excellent multitasking and problem-solving abilities under pressure.
• Strong communication and interpersonal skills.
• Flexibility to work in shifts, including weekends or holidays as needed.

Preferred Qualifications

• Experience with data visualization tools or Excel (VLOOKUP, pivot tables).
• Knowledge of KPIs such as SLA, AHT, Occupancy, Adherence, etc.
• Bilingual in English and [Second Language, if applicable].

Why Join Us?

• Be part of a dynamic, fast-paced global team.
• Opportunities for career growth in Workforce Management.
• Inclusive, people-first culture with excellent employee benefits.