Real Time Analyst

Role Overview

The Real-Time Analyst is responsible for monitoring live operational data to ensure optimal staffing, service level attainment, and workforce efficiency. This role translates real-time insights into immediate actions, supports workforce strategies, and delivers data-driven recommendations to improve performance across programs.

This is a mission-critical role. When volumes shift, this role moves first.

Key Responsibilities

Real-Time Monitoring & Staffing

• Monitor real-time data streams including volume, headcount, adherence, and service levels.
• Execute staffing adjustments to address intraday gaps and surpluses.
• Escalate risks and recommend corrective actions to Operations and WFM leaders.

Data Analysis & Reporting

• Interpret complex workforce data to identify trends, risks, and performance opportunities.
• Generate, maintain, and present daily, weekly, and ad hoc performance repor...