Description
The Lead Real-Time Analyst (RTA) monitors voice-call-center queues and service-level performance in real time, identifies KPI risks, coordinates staffing and offline activities, prepares end-of-day performance reports, and partners with floor supervisors and operations to correct non-adherence and improve productivity. The role requires at least two years of RTA experience in a voice-based account, at least one year of call-center experience, strong Excel and reporting skills, WFM-tool proficiency, and flexibility to work in a 24/7 environment.
