Real Time Analyst
Likely real
- 16 open roles at this company in 30 days (mass-hiring blitz)
- no salary disclosed (correlates with ghost postings)
See your fit for this role and apply with a truthfully tailored résumé.
About the role
What You'll Do
Intraday Command: Execute real-time campaign adjustments and staffing re-allocations based on live performance signals to maintain service levels within a variance.
Agile Issue Resolution: Identify and resolve system-related bottlenecks or outages by working directly with Tech/Product teams, ensuring minimal downtime for the floor.
Productivity Optimization: Monitor and manage agent occupancy and idle time, proactively re-skilling agents across channels (Voice, WhatsApp, Viber, Live Chat) based on demand.
Live Performance Reporting: Provide hourly "flash reports" to operational leads with actionable recommendations for the next hour’s strategy.
Policy Enforcement: Ensure real-time adherence to schedules and operational protocols, flagging critical deviations to Team Leads for immediate coaching.
Data Validation: Regularly audit real-time tracking tools against actual system logs to ensure data integrity in the operational control layer.
What You'll Need
Operational Mindset: 2+ years in contact center operations with a high sense of urgency.
Technical Literacy: Proficiency in real-time monitoring tools and basic SQL for ad-hoc data analysis.
Decision Making: Proactive and with high degree of autonomy to act independently under operational pressure.
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