Real-Time Analysts (RTA) - Work Force Management

???? Role Overview

We are seeking a detail-oriented and proactive Real-Time Analyst (RTA) to join our call center team. The RTA will be responsible for monitoring live call center activity, analyzing KPIs, and providing actionable insights in real time. This role ensures that our performance metrics, staffing levels, and service levels are optimized to meet business goals.

The ideal candidate is highly analytical, thrives in fast-paced environments, and can turn raw data into immediate operational adjustments.

???? Key Responsibilities

Real-Time Monitoring

Track call volumes, agent activity, service levels, and key performance indicators throughout the day.

Monitor multiple dialer systems (e.g., Chase Dialer, DialedIn, V ---------- ) and ensure campaign pacing.

Identify performance trends, anomalies, or issues as they happen.

Reporting & Analysis

Generate real-time and end-of-day performance dashboards and reports.

Analyze metrics such as occupancy, adherence, AHT (Average Handle Time), CVR (Conversion Rate), and revenue per lead.

Provide insights on trends and recommend immediate corrective actions.

Communication & Support

Notify leadership of performance gaps and opportunities.

Work closely with operations, sales, and QA teams to optimize resource allocation.

Provide live feedback to supervisors on agent performance or campaign pacing.

Continuous Improvement

Suggest changes to scheduling, lead strategy, or workflow based on real-time data.

Help develop KPIs, reporting standards, and dashboards for long-term success.

? Qualifications

Previous experience as a Real-Time Analyst, Workforce Analyst, or similar role in a call center or BPO environment.

Strong knowledge of call center metrics and KPIs.

Proficiency in tools such as Excel, Google Sheets, CRM dashboards, and dialer reporting systems.

Excellent analytical, problem-solving, and communication skills.

Ability to make quick decisions and recommend solutions in a fast-paced setting.

Detail-oriented with strong organizational skills.

? Preferred Skills

Experience with workforce management software (e.g., Five9, Genesys, NICE, or equivalent).

SQL or data visualization skills (Tableau, Power BI, Google Data Studio).

Background in sales or outbound/inbound call campaigns.

???? What We Offer

Competitive salary

Opportunities for career growth in operations and analytics.

Dynamic, fast-paced work environment where your insights drive real results.

Training and development on reporting tools and KPIs.

???? Summary:
This role is the “eyes on the ground” for our call center performance. If you enjoy digging into numbers, spotting trends instantly, and helping teams act on data in real time, we’d love to have you on board.