Senior Real Time Analyst – Workforce Management

About the role

As a Senior Real Time Analyst you will monitor and analyse intraday operations performance, ensuring staffing levels and service‑level agreements are met. You will provide real‑time visibility and actionable insights that help the contact‑center team make informed decisions.

Key responsibilities

• Monitor intraday metrics (volumes, productivity, KPIs) to maintain proper staffing and SLA compliance.
• Adjust schedules, call and skill routing based on actual performance and volume trends.
• Generate real‑time performance reports and post‑mortem analyses for operations leaders.
• Communicate intraday challenges proactively and recommend corrective actions.
• Mentor and give feedback to junior Real Time Analysts.
• Identify improvement areas and deliver actionable insights to leadership.
• Support the execution of real‑time projects and initiatives.
• Continuously improve reporting tools and visibility of operational needs.

Required profile

• Minimum 12 months experience in a contact‑center environment, preferably in real‑time analysis.
• Bachelor’s degree or equivalent.
• English proficiency at CEFR B1‑B2 level (oral and written).
• Schedule flexibility and ability to work on‑site.
• Strong analytical and problem‑solving abilities in a fast‑paced setting.

Required skills

• Advanced use of Microsoft Excel.
• Proficiency with Google Sheets.
• Experience with Google Data Studio.
• Experience with Tableau.

What we offer

• Opportunity to work within a leading telecom company.
• Professional development in workforce management and analytics.
• Collaborative environment focused on continuous improvement.