Senior Real-Time Analyst

About the role

The Senior Real-Time Analyst monitors, manages and reports on contact-center performance in real time, using Genesys telephony and/or Genesys Workforce Management tools. The role connects Workforce Management, Operations, Scheduling and the client, helping maintain service levels, staffing alignment and schedule adherence. It suits someone with strong analytical skills and excellent Excel abilities who can communicate performance trends, risks and recommendations to internal stakeholders and client contacts.

Key responsibilities

• Monitor real-time call volume, staffing, service levels, queue performance and schedule adherence.
• Analyze intraday and end-of-day performance, including trends in volume, average handle time, attendance, adherence, staffing and service-level attainment.
• Identify overstaffing, understaffing and service-level risks, and recommend timely corrective actions.
• Manage real-time responses across programs, locations, lines of business and products while balancing client commitments and operational goals.
• Coordinate same-day and short-term offline activities such as meetings, training, coaching and projects, while protecting required coverage.
• Support agent schedule adherence, communicate exceptions to Operations and WFM leadership, and give Scheduling future exceptions and inputs.
• Use Genesys tools to monitor performance, investigate trends, validate data and support real-time decisions.
• Create, maintain and audit recurring, ad hoc and client-facing reports, templates, dashboards and communication routines.
• Lead or take part in daily, weekly and monthly operating meetings, client touchpoints, performance reviews and escalations.
• Escalate system, staffing, data or process issues promptly, and take part in help-desk discussions.
• Improve processes, reporting standards and communication channels, and provide timely project status updates.

Required profile

• Bachelor's degree in any field or equivalent work experience.
• At least 6 months of experience in real-time monitoring, workforce management, contact-center performance analysis or workforce analysis; more experience preferred.
• Experience with Genesys telephony or Genesys Workforce Management is required.
• Strong knowledge of contact-center metrics and performance-management concepts.
• Preferred: contact-center experience in telecommunications, managed-services or BPO environments, and experience with client-facing scorecards and operational reviews.

Required skills

• Advanced Microsoft Excel, including formulas, lookups, pivot tables and charts.
• Interpretation of metrics such as service level, average handle time, call volume, forecast-to-actual variance, staffing, schedule adherence, occupancy, attendance and abandon rate.
• Strong written and verbal communication, decision-making under pressure, and independent work with minimal supervision.