Real Time Management Analyst

Job Purpose: The Real-Time Management Analyst (RTM) is responsible for monitoring and managing real-time contact center performance to ensure optimal service levels. This role involves tracking agent adherence, managing intraday staffing, scheduling, creating dashboards and reports, tracking KPIs, and generating performance reports. RTM plays a crucial role in balancing workforce efficiency while maintaining a positive customer experience.

Key Accountabilities

Real-Time Monitoring & Management:

• Continuously monitor call queues, agent status, and key performance metrics (e.g., ASA, AHT, occupancy, and adherence).
• Identify and address staffing gaps, escalating issues as needed to minimize service disruptions.
• Adjust intraday schedules, breaks, and lunches in response to call volume fluctuations.
• Ensure schedule adherence and adherence to real-time performance targets.

Scheduling & Workforce Optimization:

• Assist in creating, updating, and optimizing agent schedules to meet business needs.
• Monitor and recommend schedule adjustments to improve operational efficiency and ensure balanced workload distribution across shifts.

Intraday Reporting & Analysis:

• Generate and distribute real-time and intraday performance reports.
• Analyze trends and provide actionable recommendations to improve operational efficiency.
• Identify and escalate issues related to high absenteeism, technical downtimes, and outliers impacting performance.

Reporting & Data Insights:

• Maintain and distribute daily, weekly, and monthly performance reports.
• Provide insights on key workforce metrics, including adherence, shrinkage, and service levels.
• Utilize reporting tools (Excel & Power BI) to generate insights and visual dashboards.

Collaboration & Communication:

• Work closely with management to optimize agent schedules.
• Communicate real-time performance insights and recommendations to stakeholders.
• Provide timely alerts on service level threats and recommend corrective actions.

Process Improvement:

• Assist in refining workforce management processes, reporting accuracy, and forecasting techniques.
• Recommend best practices to improve efficiency and service level adherence.
• Support automation initiatives and the adoption of new workforce tools.