Operations - Real-Time Queue Analyst

Objective: To monitor, analyze, and manage interaction volumes (calls, chats, emails) and agent availability in real-time. The Real-Time Analyst takes immediate action and coordinates with Operations to ensure Service Level Agreement (SLA) compliance, optimize agent occupancy, and drive schedule adherence, strictly following contact center efficiency and COPC standards.

Key Responsibilities:

• Intraday Monitoring: Continuously monitor real-time dashboards to track inbound contact volumes, Average Handle Time (AHT), and Service Levels against forecasted trends.
• Adherence & Shrinkage Management: Track agent status in real-time (AUX codes) to ensure strict compliance with schedules, breaks, and training sessions. Immediately identify and report operational deviations to minimize unproductive shrinkage.
• Skill & Routing Adjustments: Modify agent skilling within routing platforms to mitigate bottlenecks in critical queues or absorb unexpected spikes in traffic across all channels.
• Operational Coordination: Act as the primary liaison between the Workforce Management (WFM) team and Operations (Supervisors/Coordinators). Communicate early warnings, escalate critical issues, and recommend action plans during operational contingencies.
• Technology & AI Integration: Oversee alerts generated by automation tools or AI-driven predictive models implemented within the contact center to ensure early detection of traffic anomalies and safeguard routing efficiency.
• Intraday Reporting: Generate detailed End-of-Day (EOD) reports highlighting variances between planned and actual metrics, documenting the events that impacted KPIs and the corrective actions taken.

Key Performance Indicators (KPIs):

• Service Level (SLA): Meet or exceed interval target goals.
• Abandon Rate: Maintain lost interactions below the target threshold.
• Schedule Adherence: Ensure actual time logged matches planned time.
• Occupancy: Optimize agent productive time without causing burnout.

Requirements & Qualifications:

Hard Skills:

• Minimum 1-2 years of proven experience in Workforce Management (WFM), Real-Time Analyst (RTA), Traffic Control, or Intraday Monitoring roles within a BPO/Contact Center environment.
• Hands-on experience with industry-leading ACD platforms and WFM tools (e.g., Genesys, NICE, Verint, or similar).
• Experience managing and monitoring Chat platforms like Omnichannel Chat, Oracle Right now, etc workflows, controlling agent concurrency and real-time digital interaction distribution.
• Advanced proficiency in Excel/Google Sheets for rapid data extraction, cross-referencing, and operational data analysis.
• Strong understanding of standard contact center efficiency metrics (SLA, Shrinkage, Adherence, Occupancy, AHT) and mathematical models such as Erlang C.

Soft Skills:

• Decision-Making Under Pressure: Ability to quickly and logically execute contingency plans (e.g., skill adjustments, overflow activation) during volume spikes or system outages.
• Assertive Communication & Influence: Strong ability to deliver clear instructions and escalate issues professionally to Operations leaders, driving adherence corrections without direct hierarchical authority over the agents.
• Systemic Thinking: Capacity to connect tactical interval management with broader organizational goals related to profitability, efficiency, and customer experience.

All your information will be kept confidential according to EEO guidelines.