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Real Time Analyst, RTA
SALMON ROBOTICS LIMITEDReal-Time Analyst (RTA) responsible for monitoring contact center performance and operational efficiency. Collaborating with teams to ensure service levels and effective staffing management.
About the role
Key responsibilities & impact- Monitor live contact center performance including queues, service levels, AHT, occupancy, and adherence
- Identify operational risks and proactively recommend corrective actions
- Take immediate action to mitigate SLA risks through staffing adjustments and queue management
- Track agent adherence and coordinate with Operations on schedule deviations
- Communicate intraday performance updates, risks, and action plans to Team Leads, Operations Managers, and Workforce Management stakeholders
- Coordinate with Scheduling, Forecasting, and Operations teams to balance demand and staffing in real time
- Support incident management by assessing operational impact and coordinating response actions
- Prepare and maintain real-time dashboards and operational reports
- Analyze intraday trends and identify opportunities to improve staffing efficiency and service performance
- Help maintain target service levels and customer experience standards
Requirements
What you’ll need- 1–3+ years of experience in Workforce Management, Real-Time Analysis, or contact center operations
- Strong understanding of contact center metrics such as SLA, AHT, occupancy, shrinkage, and adherence
- Strong analytical and problem-solving skills with the ability to make quick, data-driven decisions
- Proficiency in Excel or Google Sheets
- Experience with reporting tools, dashboards, or workforce management platforms is an advantage
- Strong communication skills with the ability to clearly communicate operational risks and recommendations
- Ability to collaborate effectively with Operations, Team Leads, Scheduling, and Forecasting teams
- Ability to work in a fast-paced and dynamic operational environment
- Strong attention to detail and high sense of ownership
- Able to manage multiple priorities simultaneously
- Flexible to work shifts, weekends, or holidays when required
Benefits
Comp & perks- Hybrid work model 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
ATS Keywords
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Hard Skills & Tools
Workforce ManagementReal-Time Analysiscontact center operationsSLAAHToccupancyshrinkageExcelGoogle Sheetsreporting tools
Soft Skills
analytical skillsproblem-solving skillscommunication skillscollaborationattention to detailownershipability to manage multiple prioritiesflexibility