A Real-Time Analyst (RTA) is responsible for monitoring and managing workforce performance to ensure optimal staffing and service levels in a contact center or business operations. They track real-time adherence, analyze call volume patterns, adjust schedules, and provide insights to improve efficiency. RTAs communicate with operations teams to address staffing gaps, escalations, and unexpected changes while using workforce management tools to maintain service level agreements (SLAs). Strong analytical, communication, and problem-solving skills are essential for ensuring smooth workflow and productivity.
Work setup:
Onsite - Cebu
Salary:
30,000 - 40,000
Qualifications:
High school diploma, undergraduate, or bachelor's degree.
2-4 years of relevant experience as a Real-Time Analyst.
Proficiency in Microsoft Excel.
