Real Time Analyst – Bilingual

About the role

The Real Time Analyst (RTA) ensures optimal intraday performance for a specific program or line of business within a call‑center environment. Working with monitoring tools, the RTA balances staffing levels and agent availability to meet client expectations and scheduling standards.

Key responsibilities

• Distribute accurate and timely agent schedules and input intraday corrections for time‑off and absences.
• Monitor call volume and detect unusual activity to adjust staffing needs.
• Identify and escalate abnormal scheduling issues.
• Initiate and coordinate trouble tickets, escalating issues when required.
• Prepare standard and ad‑hoc reports on agent availability effectiveness.
• Resolve agent availability concerns through face‑to‑face communication, phone, or messaging with agents and the command centre.

Required profile

• At least three years of experience in entry‑level Workforce Management roles.
• Effective written and verbal communication in English (minimum B2 level).
• Results‑oriented, quick learner and self‑starter.
• Associate degree in a related field is a plus.

Required skills

• Microsoft Excel