Real-Time Operations Analyst

Teleperformance; Dublin; On-site; EUR 32,000 - 39,000; Full time

Job summary

Teleperformance in Dublin is seeking a Real Time Analyst to optimise contact centre operations by driving schedule adherence and real-time monitoring. You will specialise in IEX, Queue management, and client tools to ensure SLA attainment and efficient workforce performance.

Responsibilities include real-time queue monitoring, IEX schedule governance, adherence and conformance updates, and collaboration with WFM and Operations.

Qualifications

• Strong analytical skills with the ability to interpret real-time data.
• Experience using Workforce Management tools (2 years IEX preferred).
• Good working knowledge of contact centre telephony for performance monitoring.
• Understanding core metrics such as SLA, AHT, occupancy and adherence.

Responsibilities

• Real-time queue monitoring and workload distribution to maintain productivity and occupancy.
• IEX schedule governance to improve SLA and operational efficiency.
• Update WFM reports and ensure real-time governance and escalations.
• Collaborate with Operations and WFM to align resources with demand.

Skills

Analytical capability

WFM tool experience

IEX

Telephony knowledge

SLA understanding

Tools

IEX

Job description

Teleperformance in Dublin is seeking a Real Time Analyst to optimise contact centre operations by driving schedule adherence and real-time monitoring. You will specialise in IEX, Queue management, and client tools to ensure SLA attainment and efficient workforce performance.

Responsibilities include real-time queue monitoring, IEX schedule governance, adherence and conformance updates, and collaboration with WFM and Operations.