Real-Time Analyst (RTA)

📋 Description

• Monitor real-time performance across channels (voice, chat, email)
• Track queue health and service levels vs forecast
• Perform intraday adjustments to optimize resources
• Communicate updates and risks to leaders/ops
• Generate hourly/daily performance reports
• Report on schedule adherence, attendance, shrinkage, KPIs

🎯 Requirements

• Minimum 1 year in Real-Time Analyst or similar WFM role
• Strong knowledge of AHT, ASA, SL, Occupancy, Adherence
• Excellent analytical, communication, multitasking skills
• Proficient in Excel/Google Sheets; BI tools a plus
• Ability to work under pressure and make data-driven decisions