Overview

As a Real-Time Analyst, you will use your expertise to monitor and analyse real-time and intraday operational performance. You will verify attendance, track key performance indicators, and produce intraday reports to help ensure that service-level agreements are consistently met.

Functional Responsibilities

• Monitor real-time metrics, including attendance, schedule adherence, Average Handle Time (AHT), Automatic Call Distribution (ACD), talk time, and After-Call Work (ACW).

• Ensure appropriate staffing levels and compliance with the account’s service-level agreements.

• Provide real-time performance reports covering auxiliary activities, hold time, and after-call work usage.

• Prepare post-mortem reports for Operations leaders according to the established reporting cadence.

• Proactively communicate intraday challenges that may affect service levels and support Operations leaders in identifying the required actions.

• Maintain effective communication with Team Leaders and frontline team members.

Technical and Professional Skills Required

• Analytical and Problem-Solving Skills

The candidate must be able to quickly analyse real-time data and performance indicators such as AHT and schedule adherence. They should be capable of identifying issues, such as staffing shortages or long hold times, and understanding their impact on service-level agreements.

Operational and Workforce Management Knowledge

A solid understanding of contact-centre operations is essential. The candidate should be familiar with key metrics such as ACD, ACW, and AHT, and understand how these indicators affect operational performance. Experience with workforce management principles is a strong advantage.

• Data and Reporting Skills

The role requires regular monitoring, data analysis, and report preparation. The candidate must be comfortable using reporting tools and producing real-time performance reports and post-mortem analyses for Team Leaders and Operations Management.

• Communication Skills

The candidate must be able to clearly and proactively communicate intraday challenges to Operations leaders. They should provide timely updates and support the implementation of appropriate actions in a fast-paced environment.

A B1–B2 level of written and spoken English is required.

• Ability to Work in a Fast-Paced Environment

The role is dynamic and requires quick thinking, attention to detail, and the ability to manage multiple priorities simultaneously while responding to real-time operational issues.

Requirements

• Previous experience in a similar position within a contact-centre environment.

• Fluency in both French and English.

• Knowledge of real-time monitoring and reporting.

• Strong analytical and problem-solving skills.

• Ability to work effectively in a fast-paced environment.

• Ability to resolve straightforward operational issues by analysing possible solutions based on experience, judgement, and established procedures.