Realtime Analyst

Key Responsibilities1. Real-Time Monitoring & Queue ManagementMonitor real-time queues across:Inbound/Outbound voiceChat, Email, Back-office workstreamsTrack performance against key metrics:Service Level (SL)ASA, Queue depthAHT, Abandonment rateEnsure queues are balanced and staffed appropriately2. Intraday Performance ManagementCompare actual performance vs forecast and scheduleIdentify variances and highlight risks proactivelyExecute immediate corrective actions to maintain SLAs:Skill reassignmentsQueue prioritizationTask redistribution3. Adherence & Shrinkage MonitoringTrack real-time schedule adherence at agent and team levelHighlight non-adherence and coordinate with Operations for corrective actionMonitor shrinkage (planned vs unplanned) and flag deviations4. Real-Time Decision MakingRecommend and execute intraday actions such as:Overtime (OT)Voluntary Time Off (VTO)Shift extensions or adjustmentsManage contingencies during:Volume spikesSystem outagesStaff shortages5. Stakeholder CoordinationWork closely with:Operations (Team Leaders / Managers)Scheduling and Planning teamsAct as a bridge between WFM and Operations for real-time updatesCommunicate performance insights, risks, and action plans clearly6. Reporting & DashboardsPublish intraday reports capturing:Service level trendsQueue performanceAdherence metricsMaintain RTA trackers and dashboards using:ExcelWFM toolsProvide timely updates at defined intervals (hourly/daily)7. Tools & SystemsWork on real-time monitoring using:Verint / Genesys / AspectEnsure accuracy of real-time data feeds and dashboardsSupport automation and reporting enhancements8. Governance & ComplianceEnsure adherence to:Client SLAs and KPIsoperational guidelines and governanceMaintain logs of actions taken for audit and review purposes