Opportunity Description
Job Summary
We are seeking a proactive and detail-oriented Real-Time Analyst (RTA) to oversee live operational performance and ensure service levels are consistently met. This role is critical in monitoring real-time metrics, identifying risks, and executing immediate action plans to protect customer experience, productivity, and business objectives.
The ideal candidate is analytical, decisive under pressure, and able to communicate effectively with Client, operations and leadership teams.
Key Responsibilities
- Monitor real-time performance metrics including Service Level, AHT, Occupancy, Adherence, and Queue Health
- Analyze intraday trends and identify performance risks
- Execute real-time action plans (e.g., schedule adjustments, offline management, VTO/OT recommendations)
- Communicate performance updates, risks, and mitigation strategies to Operations and Leadership
- Partner with Client, Supervisors an...