Sr. Real Time Analyst

Overview

The Senior Real-Time Analyst is responsible for real-time monitoring, intraday performance management, reporting, and communication across contact-center programs, lines of business, and products. This role uses Genesys telephony and/or Genesys Workforce Management capabilities, contact-center metrics, and operational reporting to help maintain service levels, staffing alignment, schedule adherence, and a strong customer experience.

The Senior RTA serves as a key connection point between Workforce Management, Operations, Scheduling, and the client. The role requires sound judgment, strong analytical ability, excellent Excel skills, and the confidence to communicate performance trends, risks, actions, and recommendations to both internal stakeholders and client contacts.

Responsibilities

Key responsibilities

• Monitor real-time call volume, staffing, service levels, queue performance, schedule adherence, and other contact-center performance indicators.
• Analyze intraday and end-of-day performance, including trends in volume, average handle time, attendance, adherence, staffing, and service-level attainment.
• Identify actual or potential overstaffing, understaffing, service-level risk, and operational impacts; recommend timely corrective actions.
• Manage real-time responses across programs, locations, lines of business, and products while balancing client commitments, operational goals, and customer experience.
• Coordinate same-day and short-term offline activities, including meetings, training, coaching, projects, and other exceptions, while protecting required coverage.
• Monitor and support agent schedule adherence and conformance; communicate exceptions and recommended actions to Operations and Workforce Management leadership.
• Provide Scheduling with future exceptions and relevant inputs needed to maintain appropriate staffing levels and schedule effectiveness.
• Use Genesys telephony and/or Genesys WFM tools to monitor performance, investigate trends, validate data, and support real-time decision-making.
• Create, maintain, and audit recurring, ad hoc, and client-facing reports, templates, dashboards, and communication routines for accuracy and usability.
• Demonstrate strong Excel capability to organize, analyze, reconcile, and present operational data; use formulas, lookups, pivot tables, charts, and other appropriate tools to produce reliable reporting.
• Translate contact-center metrics into clear business updates that explain current performance, emerging risks, future outlook, and recommended actions.
• Lead or participate in daily, weekly, and monthly operating meetings, client touchpoints, performance reviews, mission calls, and escalation discussions.
• Communicate professionally and proactively with client contacts, Operations leaders, WFM leadership, Scheduling, and other stakeholders.
• Escalate system, staffing, data, or process issues promptly and clearly, including the business impact and recommended next steps.
• Participate in help-desk or technology-support discussions and explain how system issues affect contact-center performance.
• Establish and improve processes, templates, reporting standards, and communication channels that increase visibility, accuracy, and decision speed.
• Provide timely status updates on projects, initiatives, risks, and action plans.
• Manage multiple priorities and deadlines while maintaining reporting accuracy and service continuity.
• Identify emerging risks early and take proactive action to resolve situations before they become operational problems.
• Continuously improve processes, reports, templates, and ways of working; actively seek feedback and pursue ongoing self-improvement.
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Qualifications

Required qualifications

• Bachelor’s degree in any field or equivalent work experience.
• At least 6 months of experience in real-time monitoring, workforce management, contact-center performance analysis, or workforce analysis; additional experience is preferred for senior-level scope.
• Experience with Genesys telephony or Genesys Workforce Management is required.
• Strong knowledge of contact-center metrics, reporting, and performance-management concepts.
• Advanced Microsoft Excel skills, including the ability to analyze large data sets, reconcile information, identify trends, and build clear operational reports.
• Experience interpreting metrics such as service level, average handle time, call volume, forecast-to-actual variance, staffing, schedule adherence, occupancy, attendance, and abandon rate.
• Strong written and verbal communication skills, including the ability to present concise, accurate, and action-oriented updates to clients and senior stakeholders.
• Demonstrated ability to make sound decisions in time-sensitive, high-pressure operating situations.
• Strong analytical, problem-solving, organizational, and time-management skills.
• Ability to work independently with minimal supervision and collaborate effectively across Operations, WFM, Scheduling, and client teams.

Preferred qualifications

• Contact-center experience in the telecommunications industry.
• Experience supporting a managed-services, BPO, or multi-client operating environment.
• Experience with both Genesys telephony and Genesys Workforce Management.
• Experience with additional workforce-management, ACD, CMS, reporting, or business-intelligence tools.
• Experience preparing client-facing scorecards, operational reviews, performance narratives, and action plans.
• Experience supporting process improvement, reporting automation, or workforce-management implementation initiatives.
• Strong excel experience

Core competencies

• Client communication
• Contact-center metrics and reporting
• Real-time decision-making
• Data accuracy and attention to detail
• Analytical and problem-solving ability
• Operational judgment
• Collaboration and influence
• Organization and time management
• Professionalism and accountability
• Adaptability in a fast-paced environment
• Continuous improvement and personal growth
• Proactive ownership and preventative problem-solving
• Delivers output and requirements on required timelines