Job Description

Roles & Responsibilities

Senior Real Time Analyst (RTA) - Night Shift

We are looking for a Senior Real Time Analyst (RTA) to join our team on mission. The RTA is responsible for real-time monitoring of service levels and operational performance across projects, platforms, or sites. The role ensures optimal resource allocation and supports the achievement of operational KPIs by proactively managing workload and identifying performance risks.

Key Responsibilities

• Monitor real-time performance across multiple Lines of Business using various workforce management tools.
• Track service levels and operational metrics for inbound calls, outbound calls, chats, and emails.
• Create and maintain accurate real-time reports using standard reporting templates.
• Communicate performance updates and call variances to Operations and relevant stakeholders.
• Monitor agent availability, including breaks, lateness, and absences.
• Adjust staffing and resource allocation according to real-time contact volumes and business needs.
• Identify potential service risks and escalate critical situations promptly.
• Manage and optimize activity curves throughout the day to ensure operational efficiency.
• Support operational decision-making through data analysis and forecasting using Excel.

Desired Candidate Profile

• Strong analytical skills with a high level of accuracy and attention to detail.
• Proven experience in Real Time Analysis or Workforce Management (WFM).
• Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple activities simultaneously.
• Adaptable and able to respond effectively to changing business needs.
• Strong problem-solving and decision-making skills.
• Team player with a positive attitude and excellent collaboration skills.
• Excellent verbal and written communication skills in French and English .
• Proficient in Microsoft Excel, including reporting and forecasting.