Description
The Realtime Analyst manages call volume, agent attendance, program break schedules, and real-time staffing levels for inbound operations. The role monitors agent status, evaluates service-excellence adherence, coordinates with stakeholders, generates schedule reports, develops contingency plans, analyzes delivery processes, forecasts requirements, and supports process and service improvements. Applicants need at least 1–2 years of Realtime Analyst experience in the BPO industry, a college degree, knowledge of ACD, forecasting, and scheduling, strong Excel and analytical skills, and strong communication and attendance records.
