Real Time Analyst

What You'll Do

Intraday Command: Execute real-time campaign adjustments and staffing re-allocations based on live performance signals to maintain service levels within a variance.

Agile Issue Resolution: Identify and resolve system-related bottlenecks or outages by working directly with Tech/Product teams, ensuring minimal downtime for the floor.

Productivity Optimization: Monitor and manage agent occupancy and idle time, proactively re-skilling agents across channels (Voice, WhatsApp, Viber, Live Chat) based on demand.

Live Performance Reporting: Provide hourly "flash reports" to operational leads with actionable recommendations for the next hour’s strategy.

Policy Enforcement: Ensure real-time adherence to schedules and operational protocols, flagging critical deviations to Team Leads for immediate coaching.

Data Validation: Regularly audit real-time tracking tools against actual system logs to ensure data integrity in the operational control layer.

What You'll Need

Operational Mindset: 2+ years in contact center operations with a high sense of urgency.

Technical Literacy: Proficiency in real-time monitoring tools and basic SQL for ad-hoc data analysis.

Decision Making: Proactive and with high degree of autonomy to act independently under operational pressure.