Real-Time Analyst

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Job Description

Experience the power of a game-changing career

Are you looking for what's next? We're a global technology and services leader that powers the brands of the future. We help well-known brands, the ones you use every day, improve their businesses with technology and integrated solutions in over 70 countries. We're proud to be recognized with awards such as "World's Best Workplaces," "Best Companies for Career Growth," and "Best Company Culture," year after year.

As a Real Time Analyst (RTA), you will play a critical role in ensuring operational performance through real-time monitoring, scheduling adherence, workforce optimization, and proactive management of staffing levels. You will work closely with Operations, Workforce Management, Team Leaders, and other key stakeholders to ensure service level agreements (SLAs) and business objectives are achieved.

Essential Functions

• Monitor real-time performance across multiple queues, channels, and business lines to ensure service levels and operational targets are met.
• Track staffing levels, call volumes, occupancy, shrinkage, adherence, and queue performance throughout the day.
• Identify current and potential risks to service levels and recommend mitigation actions.
• Communicate intraday performance updates and staffing requirements to Operations and Workforce Management teams.
• Manage schedule adherence and attendance monitoring, escalating concerns where appropriate.
• Perform real-time adjustments, including break optimization, overtime recommendations, voluntary time off (VTO), and resource reallocation.
• Analyze workload trends and provide recommendations to improve workforce utilization and operational efficiency.
• Generate and distribute intraday performance reports and dashboards to business stakeholders.
• Collaborate closely with Team Leaders and Operations Managers to address performance gaps and staffing challenges.
• Escalate system outages, volume spikes, absenteeism, and other operational risks impacting service delivery.
• Maintain accurate workforce management records and documentation.
• Support forecasting, capacity planning, and scheduling activities as required.
• Participate in operational reviews and workforce management meetings.
• Contribute to continuous improvement initiatives focused on enhancing efficiency, productivity, and customer experience.

Candidate Profile

• Associate's Degree or Bachelor's Degree preferred.
• Minimum 1-3 years of experience in Workforce Management, Real-Time Analysis, Scheduling, Planning, Reporting, or BPO Operations.
• Strong analytical and problem-solving skills.
• Advanced attention to detail and ability to interpret large volumes of operational data.
• Strong understanding of contact center KPIs, including Service Level, AHT, Occupancy, Shrinkage, Adherence, Utilization, and Forecast Accuracy.
• Excellent time management skills and ability to multitask in a fast-paced environment.
• Proficient in Microsoft Excel, including Pivot Tables, VLOOKUP/XLOOKUP, IF formulas, and data analysis.
• Experience working with Workforce Management tools such as NICE IEX, Verint, Aspect, Calabrio, Genesys, or similar platforms is considered an advantage.
• Strong verbal and written communication skills.
• Ability to work effectively with cross-functional stakeholders.
• Customer-focused and data-driven mindset.
• Minimum B2 English proficiency.

Preferred Competencies

• Workforce Management fundamentals.
• Intraday management and real-time decision-making.
• Operational reporting and trend analysis.
• Capacity planning awareness.
• Root cause analysis.
• Stakeholder management.
• High sense of ownership and accountability.
• Ability to work under pressure while maintaining accuracy.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer

We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.

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