Real-time Analyst – Contact Center Operations

About the role

The Real-time Analyst monitors and optimises intraday performance across the contact centre, ensuring service level targets are met and workforce utilisation is maximised. You will provide real‑time insights, make rapid operational decisions, and support the operations team in maintaining optimal staffing.

Key responsibilities

• Monitor queue performance, SLAs, AHT, shrinkage, agent adherence and interval‑level trends in real time.
• Adjust skilling, routing and agent allocations to meet service level targets.
• Escalate risks to Operations and WFM leadership when thresholds deviate from plan.
• Track late logins, absences and out‑of‑adherence behaviours and follow escalation protocols.
• Recommend intraday staffing changes such as pull‑ins/pull‑outs, overtime, VTO and break/lunch calibration.
• Manage intraday activities including meetings, coaching sessions, training and offline work.
• Coordinate with Team Leaders to minimise schedule variances that impact service.
• Publish hourly, mid‑day and end‑of‑day performance reports and maintain real‑time dashboards.
• Support WFM with data validation, post‑shift variance analysis and operate WFM platforms (Genesys Cloud, NICE, Verint, etc.).
• Troubleshoot system‑related issues and liaise with WFM/IT as needed.

Required profile

• Bachelor’s degree in Business, Operations, Statistics or a related field (preferred).
• 1–3 years of experience in Workforce Management or real‑time monitoring within a contact centre.
• Strong analytical and problem‑solving abilities with the capacity to make rapid operational decisions.
• Excellent understanding of contact‑centre metrics such as AHT, SLA, ASA, occupancy and shrinkage.
• High attention to detail and ability to work under pressure in a fast‑paced environment.
• Effective communication skills to collaborate with Team Leaders and Operations.

Required skills

• Genesys Cloud
• Verint
• NICE IEX
• Microsoft Excel / Google Sheets
• Real‑time reporting tools