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).

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

agents are aligned with their issued schedules.

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

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

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

percentage variances, and update intraday trackers using basic formulas

(VLOOKUP, SUMIFS, Pivot Tables).

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

occurs.

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

voluntary time off when occupancy falls).

Real-Time Analyst (RTA)