The Real-Time Analyst is responsible for monitoring and managing intraday performance and staffing levels to ensure service level agreements (SLAs) are met. They act as the central point of contact for real-time adjustments and provide actionable insights to optimise operational efficiency.
Responsibilities
* Intraday Monitoring:
o Track call, chat and email volumes, agent availability, and queue activity in real time.
o Monitor adherence to schedules and alert deviations.
* Workforce Management Support:
o Collaborate with schedulers and forecasters to adjust staffing plans.
o Recommend overtime or shift changes as needed.
* Reporting & Communication:
o Provide hourly/daily performance reports to stakeholders.
o Communicate with team leads regarding staffing gaps or SLA risks.
* System Management:
o Use WFM tools to manage schedules and real‑time data.
o Ensure accurate data entry and system updates.
* Incident Response:
o Respond to system outages, spikes in volume, or other operational disruptions.
o Coordinate with IT or support teams to resolve issues quickly.
Qualifications
* Strong analytical and problem‑solving skills.
* Proficiency in WFM software (Calabrio WFM and/or 8x8 experience desirable) and Excel.
* Excellent communication and coordination abilities.
* Ability to work under pressure and make quick decisions.
* Prior experience in a contact centre or operations environment required.
About Healix Health
Healix Health was founded in 2000 and provides corporate healthcare and risk support. We offer global medical and security assistance and support a diverse client base including corporate, government, NGOs and insurers. Our team of dedicated professionals is committed to delivering high‑quality, personalised care.
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