Real-Time Analyst (RTA)

TP; Kota Yogyakarta; On-site; IDR 45,000,000 - 65,000,000; Full time

Job summary

TP is seeking an operations professional to monitor intraday queues across live channels, adjusting resources in real time and tracking headcount versus plan. You will respond to outages, coordinate with IT and operations, and produce interval-level performance summaries.

Strong WFM knowledge and rapid decision-making are required to succeed. Ideal candidates have hands-on experience with major WFM systems and live monitoring tools, plus expertise in Excel/Sheets for variance analysis and

Qualifications

• Hands-on experience with real-time tracking modules of major WFM systems.
• Ability to watch agent states and queue depth using live monitoring tools.
• Strong Excel/Sheets skills for run-rate and variance calculations.

Responsibilities

• Intraday monitoring of live call, chat, or ticket arrivals across lines of business.
• Identify patterns, abandon rates, and service levels to keep SLA.
• Coordinate shrinkage tracking and headcount vs plan against intraday spikes.

Skills

WFM Platform Exposure

Intermediate Excel/Sheets

High-Pressure Communication

Rapid Decision Making

Tools

NICE IEX

Aspect

Verint

Genesys Cloud

Avaya CMS

Cisco Finesse

Amazon Connect

Job description

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

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

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

• 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).