Position: Real Time Analyst

Reporting to the Senior Workforce Analyst, the Real Time Analyst plays a critical role in monitoring real‑time service levels across telephony and digital channels, partnering closely with contact centre leadership, workforce management, and advisors to balance demand and capacity and mitigate risks to service performance.

Responsibilities

• Monitor agent and queue performance in real time, ensuring adherence to service level agreements, KPIs, and predefined metrics, including call volumes, queue lengths, call wait times, and agent availability.
• Track agent behaviour and adherence to standard contact centre management applications and take appropriate action as needed.
• Provide timely reporting and escalation of any deviations from target performance.
• Make real‑time adjustments to staffing levels, routing rules, and call distributions based on observed trends and fluctuations in call volume.
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