RTA Analyst

Monitor real-time call volumes, chat, email, and other customer interactions.Track agent adherence and attendance against schedules.Ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met.Identify staffing gaps and recommend immediate corrective actions.Coordinate with Workforce Management (WFM), Operations, and Team Leaders to optimize staffing.Manage queue performance, occupancy, Average Handle Time (AHT), and wait times.Generate real-time performance reports and dashboards.Escalate operational issues that may impact customer experience.Support intraday planning by recommending schedule adjustments, overtime, or voluntary time off (VTO).

Strong analytical and problem-solving skills.Excellent knowledge of Workforce Management principles.Advanced Microsoft Excel skills.Experience with WFM tools .Strong communication and stakeholder management skills.Ability to work under pressure in a fast-paced environment.High attention to detail and time management.