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Real-Time Analyst (RTA) – Call Center
Description
We are seeking a diligent and analytical Real-Time Analyst (RTA) to join our call center operations team. The RTA is crucial for ensuring we meet our service level commitments by actively monitoring intraday performance, call volumes, and agent adherence. This role involves making real-time adjustments to staffing and schedules to match fluctuating demand, directly impacting our customer experience and operational efficiency. The ideal candidate will use workforce management (WFM) tools and performance data to identify trends, flag risks, and collaborate with team leaders to optimize queue performance. You will be responsible for executing intraday changes, managing exceptions, and generating critical performance reports. This position requires a keen eye for detail, the ability to make quick decisions under pressure, and strong communication skills to coordinate effectively with various stakeholders. If you thrive in a fast-paced environment and are skilled in data analysis and problem-solving, you will be a perfect fit for this dynamic role.
Requirements
1. 1–3 years of experience in a call center environment, preferably in Workforce Management or Real-Time Management.
2. Hands-on experience with workforce management software such as NICE, Verint, Genesys, or IEX.
3. Proficiency with ACD/telephony reporting systems.
4. Strong MS Excel skills, including pivot tables, lookups, and formula creation for performance reporting.
5. Proven ability to monitor real-time queues, agent status, and performance dashboards.
6. Experience tracking and managing agent schedule adherence, breaks, and exceptions.
7. Bachelor’s degree in Business, Statistics, IT, or a related field, or equivalent relevant experience.
8. Strong analytical and problem-solving skills to interpret real-time data and make informed decisions.
Desirable
1. Prior experience as an RTA in a BPO or telecommunications contact center.
2. In-depth knowledge of key call center KPIs (SL, AHT, ASA, Abandonment, Occupancy, Adherence).
3. Familiarity with multi-channel environments (voice, email, chat, social media).
4. Experience supporting Business Continuity Planning (BCP) and incident management.
5. Advanced skills in MS Excel, such as macros or data modeling.
Getting StartedA few quick details so we know how to reach you
How did you hear about us? *
Which country's passport do you hold? *
Email *(Please ensure the email matches the one mentioned in your CV or resume)
LinkedIn Profile URL *
Please mention your notice period *
Let’s Get to Know You BetterA few short questions to understand your experience and what you enjoy doing
1. Do you have at least one year of experience in a call center Workforce Management (WFM) or Real-Time Analyst (RTA) role? *
2. Have you used WFM software like NICE, Verint, Genesys, or IEX in a previous role? *
3. Are you proficient in using MS Excel features like pivot tables and VLOOKUP for reporting? *
4. Does your experience include monitoring agent schedule adherence and flagging deviations in real-time? *
5. Have you been responsible for executing intraday schedule changes like approving overtime or reallocating agents between queues? *
6. Are you familiar with key call center metrics such as Service Level, Average Handle Time, and Occupancy? *
Final DetailsSalary expectations and any supporting credentials
1. Where does your salary sit today (so we can help it move up tomorrow)?*
Enter your monthly salary in your local currency
2. What’s the number that’ll make you say "this is worth it"?*
Per month, in the currency mentioned
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