Job Summary:
The Real-Time Analyst (RTA) is responsible for monitoring and managing intraday performance across multiple teams or contact center operations. The RTA ensures service level agreements (SLAs), productivity metrics, and staffing efficiency targets are met by making real-time adjustments to scheduling, routing, and resource allocation. This role plays a critical part in ensuring optimal service delivery and customer satisfaction through proactive operational support.
Key Responsibilities
- Monitor real-time supply demand movement, TQM, and rater activities
- Monitor key performance metrics to ensure adherence to forecasted schedules and SLAs/KPIs
- Make real-time decisions and recommendations to adjust staffing as needed to optimize coverage.
- Proactively identify trends and alerts such as volumes, absenteeism, or system outages, and escalate appropriately.
- Collaborate with team leaders, workforce planners, and operations managers to align real-time decisions with business goals.
- Prepare and distribute intraday, end-of-day, and shift reports highlighting performance, variances, and key incidents.
- Track agent adherence, occupancy, and shrinkage, and provide feedback to improve schedule compliance.
- Use workforce management (WFM) software tools to monitor and update schedules and performance metrics
- Support daily operational briefings and post-shift reviews with actionable data insights.
Qualifications
- Bachelor’s degree or equivalent experience in Business, Operations, Analytics, or a related field.
- SQL & Python Experience
- 1–3 years of experience in real-time or workforce management roles within a call center or customer service environment.
- Proficiency with workforce management platforms (e.g., NICE IEX, Verint, Genesys WFM, Aspect).
- Strong analytical, problem-solving, and decision-making skills.
- Excellent communication and collaboration abilities across teams and departments.
- Ability to work in a fast-paced, dynamic environment with strong attention to detail.
DEIB COMMITMENT
Diversity, Equity, Inclusion, and Belonging are central to Innodata’s culture. Applicants from all backgrounds are encouraged to apply, especially those who may hesitate due to not meeting every listed qualification. We are committed to building an inclusive workplace where every individual has the opportunity to grow and contribute meaningfully.
Benefits:
- Flexible schedule
- Promotion to permanent employee
Work Location: Remote
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