RTA - Real Time Analyst

San Antonio, Texas Full Time Operations

Real Time Analyst is responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.

Duties and Responsibilities (but not limited to):

  • Must have RTA and reporting experience.
  • Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls and chats at the desired service level.
  • Monitors productivity metrics and schedules to ensure adequate staffing to meet business needs.
  • Develops and maintains a scheduling database to track availability of associates.
  • May note performance issues, changing trends, call volume, absence notifications, tardies, cancellations or notification of meetings, and other tracking items for purposes of informing leader of discrepancies. 
  • Provides reports to managers/supervisors.
  • Must be flexible to adjust schedule to meet deadlines and assist with additional coverage.
  • Other duties as assigned.
  • Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
  • Monitors site to ensure optimal staffing levels.
  • Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
  • Administers volume contingency action plans as deemed necessary and appropriate.
  • Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
  • Facilitates real-time discussions with necessary stakeholders.
  • Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
  • Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
  • Ensures that all reports originating from the department are accurate and reliable.
  • Helps with the integration and implementation of new call center technologies.
  • Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.



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