Job Title:

Analyst, Real Time Management

Job Description

The Real Time Management Analyst (RTA) will work closely with the operations team to ensure the staffing needs are met as per client’s requirement. The RTA will support in the management of intraday processes to enable operations to achieve SLA and maximizing efficiencies across all lines of business. RTA should be willing to do ad hoc tasks given by the Team lead. Flexible working in shifts (24*7 environment). The candidate will work with operations on agent productivity, adherences\\non-adherences\\Volume Spike, service impacts, or IT issues. Communicates with other functional departments during any outage\\system failures to ensure action plans are timely made to minimize disruption in the services.

·       Monitoring the project to ensure optimal staffing via optimization of breaks\\meal planning.

·       Monitors inbound volume for any usual\\unusual activity to ensure staffing needs are met.

·       Publish intraday reports with ops to keep a track on volume trend.  

·       Updating schedules in accordance with the real time\\ad hoc requests from ops.

·       Simulating different scenarios and developing emergency plans as a part BCP plan.

·       Working with cross-geo teams using a variety of tools to monitor and report schedule non-adherences.

·       Monitor Service level targets, AHT, Occupancy, Shrinkage and Staffing to identify trends and variances.

·       Active communication with different groups to share requests and deviations.

·       Manges real-time technology issue notifications, reports, and escalations.

·       Monitor agent adherence\\compliance to schedule and escalates to Team leader for investigation.

·       Ensure all required data is tracked and trended on a daily\\weekly\\monthly basis.

·       Analyzes schedule efficiency measurements as well as key indicators such as service level, and other KPIs for continuous improvement.

·       Analyze and monitor statistical information in a timely manner to achieve proper staffing allocation goals.

·       Report on ongoing interval and daily performance, and track down all the actions taken and its impacts on the metrics.

·       Report any deviation from BAU (Business As Usual).

·       Should be well versed with BPO terminologies like KPIs\\AHT\\SLA\\Occupancy\\Shrinkage\\ Utilization

Job Requirements:
 

·       Should be able to work in 24*7 environment

· English level of B2 at minimum

·       Experience working with WFM IEX tools and reporting – would be a plus but not mandate

·       MS Office – Excel, PowerPoint, Word, Access, Outlook, etc.

·       2+ years’ experience in a Real Time Associate role preferred

·       Bachelor's degree in related field from a four-year college or university program with a minimum of two years of relevant experience - preferred

·       Basic knowledge of the contact center industry: experience in emergency response center – preferred

·       Effective communication skills, both written and verbal

·       Ability to multi-task, prioritize, and meet timelines of deliverables

·       Self-starter, Reliable, and works well under pressure

·       Willingness to work in a dynamic team

·       High attention to detail, sense of professionalism and ability to develop relationships with key contacts at varying levels

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.

Location:

Nederland - Amsterdam

Language Requirements:

English

Time Type:

Full time2025-10-07

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