Description
The Real-Time Analyst monitors inbound call, chat, and email volumes and agent availability in real time, adjusts routing and agent skills, coordinates with Workforce Management and Operations, and ensures SLA, adherence, occupancy, and other contact-center KPIs are met. The role requires 1–2 years of experience in workforce management, real-time analysis, traffic control, or intraday monitoring, along with ACD and WFM platform experience, omnichannel chat workflow knowledge, advanced spreadsheet skills, and familiarity with contact-center metrics and Erlang C.
