Senior Real-Time Analyst

Job Summary

A company is looking for a Senior Real-Time Analyst.

Key Responsibilities

• Monitor real-time performance across channels and queues to ensure service levels are met
• Track agent adherence, shrinkage, and occupancy, taking action on intraday risks
• Generate daily and weekly reports to share trends with CX leadership

Required Qualifications

• 2-4+ years of experience in workforce management or real-time support operations
• Experience using WFM tools and live performance dashboards
• Data-driven with the ability to analyze SLA, adherence, and shrinkage metrics
• Comfortable working with BPO teams across time zones
• Proactive about continuous improvement in fast-moving environments