The Senior Real-Time Analyst plays a critical role in ensuring day-to-day operational performance across customer contact channels, acting as a bridge between Real-Time, Scheduling, and Forecasting functions
Job Summary
The Senior Real-Time Analyst plays a critical role in ensuring day-to-day operational performance across customer contact channels, acting as a bridge between Real-Time, Scheduling, and Forecasting functions.
This role involves proactively monitoring real-time performance, executing real-time interventions, and acting as the central point of contact during system outages or volume spikes.
The company offers tailored development programs, mentoring opportunities, and clear career progression to support employee growth.
Matching Summary
The Senior Real-Time Analyst plays a critical role in ensuring day-to-day operational performance across customer contact channels, acting as a bridge between Real-Time, Scheduling, and Forecasting functions.
Skills & Requirements
Must-have
Real-Time Analyst role experience
Real-time queue management
Intraday performance control
WFM principles understanding
Calm and decisive under pressure
Translate data into actions
Nice-to-have
Systems Thinking
Resilience Builder
Influence without Authority
Continuous Learner
Experience across multiple regions
Key Requirements
Proven experience in a Real-Time Analyst role
Hands-on experience with real-time queue management