Position Title: Real Time AnalystPosition Summary:The Real Time Analyst is responsible for the monitoring, analyzing and reporting of contact centerperformance in real-time. The role requires timely and accurate reporting on a wide range of metricsincluding agent performance, call volume data, workforce utilization and other key metrics.Key Deliverables:✓ Real time management of multiple clients from the centralized command center✓ Analysing trends like Offered Rate; AHT; Break Adherence; Shift Adherence; Login Compliance; Real TimeShrinkage etc. Relevant suggestions to be shared with Planning team wherever required✓ Raising relevant alerts to Operations for basic hygienic issues✓ Tracking and logging different issues on real time to provide insights to operations and impacts onperformance✓ Monitoring schedule adherence to assist the management team in achieving target driven adherencegoals✓ Managing publishing real time reports to the stakeholdersRequirement:✓ Matric✓ Excellent communication skills✓ Proficiency in MS Office✓ Advance Excel knowledge (Added benefit)✓ Knowledge, experience and understanding of key contact centre performance metrics such as servicelevels, delivery against target intervals, call monitoring as well as schedule adherence✓ Experience with workforce management products and contact centre monitoring applications (Addedbenefit)✓ A minimum of 1 year experience on similar roles✓ Clear credit and criminal records