Real Time Analyst

Who we are:

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

Key Responsibilities

• Monitor real-time queues, staffing versus plan, adherence and service level.
• Take intraday actions — breaks, offline activity, skilling, overtime and VTO — to protect service level.
• Communicate real-time alerts and escalations to Operations promptly.
• Log and analyse intraday events; provide same-day and next-day recaps.
• Manage adherence and real-time exception tracking.
• Reforecast intraday and flag risks to the plan as conditions change.

Required Qualifications & Experience

• 1–2+ years in a real-time, intraday or command-centre role in a contact centre.
• Understanding of service level, occupancy, adherence and staffing dynamics.
• Ability to make fast, sound decisions under pressure.Technical Skills & Tools
• Real-time WFM/RTA tools and ACD/telephony dashboards (e.g., NICE IEX, Verint, Genesys, Aspect).

• Intermediate Excel.

Key Competencies

• Composure under pressure · Fast decision making · Clear communication · Vigilance · Sense of urgency.

Success Metrics (KPIs)

• Intraday service level protection · Adherence · Speed of escalation & response · Accuracy of intraday reforecasts.

Originally posted on Himalayas