The Real-Time Analyst (RTA) serves as the operational command center for the Customer Experience team, responsible for real-time performance monitoring, workforce optimization, and service level management across both internal and vendor-supported operations. This role extends beyond monitoring by driving real-time decision-making, intraday workforce optimization, performance risk mitigation, and cross-functional coordination to ensure alignment between staffing, customer demand, and service level objectives.

As the organization continues to strengthen its Workforce Management (WFM) capabilities, the RTA will play a key role in supporting WFM processes, maintaining system discipline, improving reporting accuracy, and collaborating with stakeholders to support current and future workforce planning initiatives, including Genesys-based workforce management processes.

Key Responsibilities

• Monitor real-time performance across all Customer Experience...