Description
The Lead Real-Time Analyst will monitor voice-call-center queues and service-level performance in real time, identify risks to contractual KPIs, coordinate staffing and offline activities, prepare end-of-day performance reports, and follow up with floor supervisors and operations to correct non-adherence. 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 including GY shifts, weekends, holidays, and overtime.
