Real-Time Analyst (RTA)

TP; Daerah Istimewa Yogyakarta; Vor Ort; IDR 120.000.000 - 180.000.000; Vollzeit

Zusammenfassung

TP is seeking a Workforce Management Analyst to monitor intraday queues, real-time adherence, and intraday resource shifts across multiple channels. You will track live volume, adjust staffing, and report on performance against forecasts.

Responsibilities include shrinkage tracking, incident coordination during outages, and delivering hourly to end-of-day flash reports using WFM tools like NICE IEX, Verint, or Genesys Cloud. 1-3 years in related fields preferred.

Qualifikationen

• Hands-on experience with real-time tracking modules in major WFM systems.
• Proficient in Excel (or Sheets) for intraday trackers and variance analysis.
• Able to make fast, data-backed decisions under pressure.

Aufgaben

• Intraday Queue Monitoring: Constantly track live call, chat, or ticket arrival patterns, abandon rates, and service levels across all lines of business (LOBs).
• Real-Time Adherence Management: Monitor agent states using WFM software to keep schedules aligned.
• Tactical Resource Shifting: Dynamically pivot resources and move cross-trained teams based on live volume spikes.
• Shrinkage Tracking: Track same-day sick leaves, late logins, and offline activities to keep headcount accuracy.
• Incident & Outage Coordination: Act as first responder during outages, raise urgent IT tickets, and coordinate agent redirection until systems recover.
• Flash Reporting: Issue hourly or end-of-day performance summaries highlighting variance against forecasts.

Kenntnisse

WFM platform exposure

Excel/Sheets

High-pressure communication

Rapid decision making

Experience 1-3 years in related fields

Tools

NICE IEX

Aspect

Verint

Genesys Cloud

Jobbeschreibung

Core Roles & Responsibilities

• Intraday Queue Monitoring: Constantly track live call, chat, or ticket arrival

patterns, abandon rates, and service levels across all lines of business (LOBs).

• Real-Time Adherence Management: Monitor agent states (e.g., aux codes,

break times, excessively long wrap-up times) using WFM software to ensure

agents are aligned with their issued schedules.

• Tactical Resource Shifting: Pivot resources dynamically. Adjust agent skill

priorities or move cross-trained teams between queues based on live volume

spikes and intraday deficits.

• Shrinkage Tracking: Track and log same-day sick leaves, late logins, and offline

activities (e.g., emergency huddles or coachings) to keep an accurate count of

active headcount versus the plan.

• Incident & Outage Coordination: Act as the first responder during technical

outages. Raise urgent IT tickets, alert operations leadership, and coordinate

agent redirection to offline training or auxiliary tasks until systems recover.

• Flash Reporting: Issue clean interval-level (e.g., hourly) or end-of-day (EOD)

performance summaries highlighting variance against the forecast.

Required Technical & Soft Skills

• WFM Platform Exposure: Hands-on experience with the real-time tracking

modules of major systems like NICE IEX, Aspect, Verint, or Genesys Cloud.

• ACD/CMS Tools: Competency in live monitoring platforms such as Avaya CMS,

Cisco Finesse, or Amazon Connect to watch agent states and queue depth.

• Intermediate Excel/Sheets: Ability to quickly calculate run-rates, capture

percentage variances, and update intraday trackers using basic formulas

(VLOOKUP, SUMIFS, Pivot Tables).

• High-Pressure Communication: Ability to remain level-headed and send clear,

concise, assertive alerts to Operations Managers when SLAs drop or an outage

occurs.

• Rapid Decision Making: Comfort making fast, data-backed choices in the

moment (e.g., freezing offline activities when a queue goes red, or opening up

voluntary time off when occupancy falls).

• Experience 1-3 years in related fields.