Real-time Analyst

Role Overview

Real-time Analyst at Miral Destinations. The role monitors, manages, and optimizes intraday performance across the contact center to ensure service level achievement and operational efficiency.

Role Purpose

Monitor queue performance and real-time metrics, take proactive actions to manage staffing fluctuations, provide real-time insights, and support operations in maintaining optimal workforce utilization and service level targets.

Key Responsibilities

Performance Monitoring

• Monitor queue performance, SLAs, AHT, shrinkage, agent adherence, and interval level trends in real time.
• Maintain real-time dashboards and performance trackers.
• Monitor real-time productivity indicators and drive corrective action in partnership with Operations.
• Provide insights into trends impacting service level, occupancy, shrinkage, and forecast accuracy.

Staffing & Scheduling Management

• Adjust skilling, routing, and agent allocations to ensure service level targets are met.
• Recommend intraday staffing changes including pull outs, pull ins, overtime, VTO, and break/lunch calibration.
• Manage intraday activities such as meetings, coaching sessions, training, and offline activities.
• Coordinate with Team Leaders to minimize service-impacting schedule variances.
• Track late logins, absences, and out of adherence behaviors; follow escalation protocols.

Reporting & Analysis

• Publish hourly, mid-day, and end of day performance reports.
• Support WFM with data validation and post shift variance analysis.

Systems & Operations

• Operate WFM systems including Genesys Cloud, NICE, Verint, and other platforms.
• Ensure accuracy of queue routing, skilling changes, schedule adjustments, and intraday updates.
• Troubleshoot system-related issues and escalate to WFM/IT when required.

Risk & Escalation Management

• Escalate risks to Operations and WFM leadership when thresholds deviate from plan.

Qualifications & Experience

• Bachelor's degree in Business, Operations, Statistics, or related field (preferred).
• 1–3 years of experience in Workforce Management or Real Time Monitoring within a contact center.
• Experience using WFM tools such as Genesys Cloud, Verint, NICE IEX, or equivalent.

Skills & Competencies

• Strong analytical and problem-solving skills with the ability to make rapid operational decisions.
• Excellent understanding of contact center metrics including AHT, SL, ASA, Occupancy, and Shrinkage.
• Strong command of Excel/Sheets and real-time reporting tools.
• High attention to detail and ability to work under pressure in a fast-paced environment.
• Strong communication skills to collaborate with Team Leaders and Operations.
• Ability to multitask and manage high-volume, real-time situations.
• Proactive, logical decision makers with strong follow through skills.