Real Time Analyst

Full-time Management & Operations

Overview

Main Objectives and Duties

• Deliver hourly, daily, weekly, and month‑to‑date reports as required.
• Analyze forecasts and identify deviations for the previous day and current day.
• Determine root causes of misses and variances.
• Ensure report accuracy and efficiency; identify and fix errors.
• Provide real‑time intraday analysis and reporting.

• Process real‑time segment entry requests.
• Ensure all agent activities are properly accounted for using exception codes.
• Perform real‑time segment updates for absences and off‑phone activities.

• Communicate any system downtime to all stakeholders.
• Escalate system and tool issues to Qualfon and the Client.
• Provide timely, clear communication to Operations and Clients during downtimes.
• Document and send downtime summary reports.

• Monitor and manage intraday staffin...