The Real‑Time Analyst (RTA) protects service levels through independent, ethical, and data‑driven real‑time decision‑making. This role requires strong operational judgment, consistent floor presence, solid Excel skills, and high integrity. RTAs are expected to act decisively in fast‑paced environments with minimal supervision and to remain fully available during assigned hours.

• Monitor queues, SLA, volume, backlog, and adherence in real time
• Take timely corrective actions to protect SLA without step‑by‑step direction
• Own intraday real‑time decisions within defined guardrails; escalate material risks appropriately
• Use Excel to analyze real‑time and short‑term data; build or adapt analyses when reports are unavailable
• Apply sound judgment when data is incomplete and validate results before acting
• Maintain active floor presence and ensure MBWA results in real‑t...