Job Description The Real-Time Analyst (RTA) is responsible for effectively managing contact center resources, meeting service level objectives, and overseeing real-time production. The RTA adjusts the workforce to meet demand fluctuations and achieves service levels and operational KPIs. The RTA ensures the contact center consistently delivers the best possible service levels. Shift A: 3rd Shift US 1st Shift India! (Monday - Thursday, 8:30 am IST to 6:30 pm IST) About the Team Responsible for managing queues, skills, and profiles, identifying resource gaps, and proactively adjusting staffing to align with volumes and anomalies.
What you will be doing: The Real-Time Analyst (RTA) is responsible for effectively managing contact center resources, meeting service level objectives, and overseeing real-time production. The RTA adjusts the workforce to meet demand fluctuations and achieves service levels and operational KPIs. The RTA ensures the contact center consistently delivers the best possible service levels.
General Duties and Responsibilities: Monitor queue metrics and contact center staff performance in real-time within internal systems to ensure that the contact center meets service level expectations. Coordinate all emerging issues, gather operational feedback, attend technical bridge calls, and ensure that Incident Management is engaged according to priority levels. Adjust real-time metrics such as Service Levels, Timeouts, Accuracy, and Response Time against a defined threshold matrix. Adapt intraday forecasts based on understood business drivers to determine required staffing levels by projected call volumes, call durations, and other key performance indicators using current trends and historical data. Manage real-time skill-based call routing to ensure optimal service levels are met. Bonus if you have: Ability to provide root cause analysis. Ability to work well independently and as part of a team, supporting colleagues to meet deadlines. What we offer you: A job with significant responsibility and a wide range of opportunities. Competitive salary and benefits. Why Work at Interactions? We've created a culture of people who are dedicated to helping each other and the company succeed. We take time to celebrate wins and recognize accomplishments. Whether it's a seasonal event or friendly competition, we're always thinking of new ways to have fun.
Our team's health and well-being is important to us. In addition to a full suite of benefits, we offer 5 weeks of time off with pay, 401k matching, paid parental leave and flexible work schedules. We are all committed to the company's success by being valued shareowners and are incentivized through individual performance and company results. Come join us!
Interactions is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, marital status, age, disability or protected veteran status, or any other characteristic protected by law.