Real Time Analyst

About the role

The Real‑Time Analyst monitors and manages intraday performance in a contact‑center environment, ensuring service‑level objectives are met through real‑time workforce management and rapid issue resolution.

Key responsibilities

• Monitor real‑time contact‑center KPIs such as Service Level, AHT, Abandonment Rate, Occupancy and Adherence.
• Track staffing levels against forecasts, identify variances and adjust schedules intraday.
• Generate and distribute real‑time performance reports with actionable insights.
• Escalate operational risks that could impact customer experience.
• Collaborate with Operations, Workforce Planning, Team Managers and leadership to optimize staffing decisions.
• Maintain accurate employee schedules in workforce‑management systems and support forecasting activities.

Required profile

• Bachelor’s degree or equivalent work experience.
• 1‑3 years of experience in Workforce Management, Real‑Time Analysis or Contact‑Center Operations.
• Strong analytical and problem‑solving abilities.
• Excellent communication and stakeholder‑management skills.

Required skills

• Verint Workforce Management (real‑time adherence tools).
• Advanced Microsoft Excel.
• Power BI.
• Microsoft Office Suite.