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Senior Real-Time Analyst
A company is looking for a Senior Real-Time Analyst. Key Responsibilities Monitor real-time performance across channels and queues to ensure service levels are met Track agent adherence, shrinkage, and occupancy, taking action on intraday risks Generate daily and weekly reports to share trends with CX leadership Required Qualifications 2-4+ years of experience in workforce management or real-time support operations Experience using WFM tools and live performance dashboards Data-driven with the ability to analyze SLA, adherence, and shrinkage metrics Comfortable working with BPO teams across time zones Proactive about continuous improvement in fast-moving environments
A company is looking for a Senior Real-Time Analyst.
Key Responsibilities
Monitor real-time performance across channels and queues to ensure service levels are met
Track agent adherence, shrinkage, and occupancy, taking action on intraday risks
Generate daily and weekly reports to share trends with CX leadership
Required Qualifications
2-4+ years of experience in workforce management or real-time support operations
Experience using WFM tools and live performance dashboards
Data-driven with the ability to analyze SLA, adherence, and shrinkage metrics
Comfortable working with BPO teams across time zones
Proactive about continuous improvement in fast-moving environments
