Real-Time Analyst (RTA)

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.