Real Time Analyst

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Real Time Analyst

Job Summary

The Real Time Analyst is responsible for monitoring and managing real‑time contact center performance to ensure service levels are met and resources are optimized. This role plays a critical part in maintaining operational efficiency and customer satisfaction.

Job Responsibilities

• Monitor real-time contact center performance across multiple channels (voice, chat, email) to identify trends, outliers, and potential service impacts.
• Proactively identify and react to fluctuations in call volume, agent availability, and other key metrics to maintain service levels (e.g., AHT, ASA, Shrinkage, Occupancy).
• Execute real-time adjustments to agent schedu...