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Profession
Accounting, finance, banking, insurance,Administrative, clerical,Agriculture, fishing, forestry, wildlife,Business, strategic management,Construction,Customer support, client care,Government, community development, public services,Human resources,Information technology, software development, data,Legal,Manufacturing, operations, quality,Media, communications, languages,Medical, health,Project, program management,Research, academy,Restaurant, hospitality, travel,Sales, marketing, promotion,Security,Teaching, training,Transportation, logistics, driving,
Industry (Business, strategic management)
Seniority (Business, strategic management)
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Oasis Outsourcing
Outsourcing + 1 more
Description
Real Time Analyst (RTA)
We’re looking for a Real Time Analyst to join our operations team. This role monitors live performance metrics and helps ensure service levels are consistently met in a fast‑paced contact center environment.
- Strong analytical and problem‑solving skills.
- Experience with WFM tools (IEX, Verint, NICE, etc.).
- Excellent communication skills.
- Ability to adapt quickly in a dynamic environment.
- High attention to detail and time management.
- Prior RTA or WFM experience preferred.
- Bachelor’s degree in Business, Statistics, Operations, or related field (preferred).
Responsibilities
Responsibilities
- Monitor real‑time KPIs: call volume, wait times, agent availability.
- Take quick action to protect service levels and staffing coverage.
- Manage intraday adjustments: schedules, breaks, routing, reforecasting.
- Communicate performance updates and escalate critical issues when needed.
- Generate intraday/end‑of‑day reports and analyze trends for improvement.
- Ensure compliance with SLAs and operational standards.
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