Real Time Analyst

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  • Tuition Reimbursement
  • Employee Referral Program
  • Health and Life Insurance Benefit
  • Free Shuttle Service
  • Leadership Program
  • Paid Training
  • Career Advancement Program
  • Bonuses and incentives based on campaign
  • Monthly Rewards and Recognition
  • Opportunity to participate in Monthly Give Back Initiatives for the Community


  • Monitors queue spikes, breaks and aux usage of agents. Ensuring that the queue is well-managed by relaying real-time concerns on time reporting to Supervisors/Floor managers on the floor.
  • Sends day-end reports to management team
  • Monitors and report real time schedule & Shrinkage adherence and reports non-compliance if any
  • Reports intra-day schedule changes to the Supervisors/Manager. i.e., same day callouts and develops a plan to meet schedule requirements.
  • Works with WFM to ensure hourly, real-time schedule adherence commitments are being met.
  • Work closely with the Account Managers and Supervisors to conduct real-time root cause analysis of impacts to SLA’s (i.e. AHT, ACW, Abandonment, actual call volume to forecast ratios, chat types/drivers).
  • Assigning schedules for all reps.
  • Proactively develop action plans or provide recommendations to the program on effective ways to achieve schedule adherence.
  • Identify OCR’s/leaders on any violation of the code of conduct and non- adherence to the schedule.
  • Excellent Written English skills and Excel (Data Analysis) are a prerequisite.
  • Acts as a role model at all times and adheres to high ethical standard
  • Takes responsibility and initiative to develop core and personal skills
  • Is flexible in an environment by championing and embracing change.
  • Maintains a high degree of confidentiality while conducting day-to-day operations
  • Presents a professional, efficient, and service-oriented profile to clients and internal/external customers.
  • Ensures a high level of quality in all administrative efforts


  • Ability to Establish and maintain effective relationships with team members, effectively monitor, and evaluate job performance and coach and develop team members as needed; develop relationships with peers across departments Computer programs including Excel, Word, Power Point, Outlook
  • Training and sales techniques, Company policies and procedures as outlined in the employee handbook; applicable campaign computer programs and procedures.
  • Excellent communication skills (written and speaking)
  • Advanced Excel knowledge and Analytical skills are mandatory.
  • Basic knowledge of Operating systems such as Windows XP; Windows 2007 Software programs such as Outlook, Word, Power Point; related software, and Basic computer hardware.
  • Good knowledge of operations, preferable chat process or prior experience in RTM will be an added advantage




Job Title : Real Time Analyst
Department : Information Technology (I.T.)
Reports to : Helpdesk Supervisor (Jamaica)
Pay Grade : $1,500,000 per annum
Location : Montego Bay

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