Real Time Analyst (BPO)

Position Overview

The Real-Time Analyst will be responsible for monitoring, analyzing, and optimizing intraday performance metrics to ensure service level objectives are achieved. This role requires a balance of analytical insight, quick decision-making, and proactive communication to drive efficient resource utilization and exceptional customer experience.

You will work closely with Operations, Workforce Planning, and Reporting teams to deliver real-time visibility into performance and recommend actionable adjustments that keep our teams running smoothly.

Key Responsibilities

• Monitor and manage intraday performance across multiple queues, ensuring adherence to schedules and service levels.
• Identify and escalate anomalies in volume, handle time, or staffing that could impact KPIs.
• Execute real-time adjustments , such as skill changes, break reallocations, and overtime/undertime management...