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We’re looking for a Real-Time Management Analyst to join our team and help monitor real-time operations, optimize staffing, and ensure service levels are consistently achieved.
Key Responsibilities:
• Monitor real-time performance and operational KPIs
• Track staffing, attendance, and schedule adherence
• Identify performance gaps and take timely corrective actions
• Coordinate with Operations and Workforce Management teams
• Prepare and share real-time performance reports and updates
Requirements:
• 1 year of Experience in Real-Time Management, preferably in a contact center environment
• Strong analytical and problem-solving skills
• Good knowledge of Excel and reporting tools
• Ability to work under pressure and make quick decisions
• Strong communication and coordination skills
