Intelcia is a global outsourcing company that has been supporting clients for 20 years by combining talents, technologies, and processes to offer tailor-made services and skills that meet international standards. With a presence in multiple regions worldwide and over 35,000 employees across 85 operational centers, Intelcia aims to be among the top 10 global outsourcing players by 2025.

About the Role:

The Real-Time Analyst (RTA) is responsible for monitoring, analyzing, and reporting on real-time contact center performance to ensure service levels are consistently achieved.

This role requires quick decision-making, proactive adjustments, and effective communication with operations teams.

The RTA ensures workforce adherence, optimizes intraday staffing, and provides actionable insights that support operational excellence.

Responsibilities:

• Monitor intraday performance, including call volumes, service levels, shrinkage, and agent adherence.
• Manage real-time queue and agent activities to ensure optimal coverage.
• Adjust intraday schedules and make recommendations to meet service level targets.
• Communicate with Team Leaders and Operations to address adherence or staffing issues.
• Provide timely updates to management regarding performance risks and potential impacts.
• Analyze intraday data, identify trends, and recommend process improvements.
• Generate and maintain accurate reports on service level performance and intraday adjustments.
• Collaborate with Capacity Planners and Schedulers to ensure alignment between forecasts and intraday realities.

Qualifications:

• University Graduate
• Minimum of 1 year of experience as a Real-Time Analyst / Workforce Specialist.
• Proficiency in workforce management (WFM) tools or call center software (e.g., NICE, Cisco, Teleopti/Calabrio, Aspect eWFM).
• Strong proficiency in Microsoft Excel, Tableau, or Amazon Connect for reporting and analysis.
• Excellent English communication skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Flexibility to work evenings, weekends, and holidays as required.