Analyst - Contact Center Operations

Department: Customer Operations | Division: Commercial
Reports To: Manager WFM and RTM

Job Purpose

The Analyst Real-Time Management monitors and manages live contact center operations to ensure service level targets are achieved across all lines of business (LOBs), sites, and languages. The role ensures smooth call routing, performance optimization, and effective coordination between du operations and outsourced partner centers.

Duties and Responsibilities

• Monitor real-time call center performance and ensure achievement of daily service level targets.

• Manage and adjust routing tools to balance call volume distribution and meet performance and cost objectives.

• Coordinate with command centers, WFM, and partner sites to manage call flow and minimize service disruptions.

• Support outage management, escalation handling, and rapid issue resolution to maintain customer satisfaction.

• Analyze operational data, identify trends, and provide actionable insights to improve efficiency.

• Collaborate with internal teams and external partners to align on KPIs, business requirements, and performance improvement initiatives.

• Provide accurate reports and justifications for operational decisions to management.

• Support process optimization, risk identification, and implementation of corrective measures.

• Maintain clear and timely communication with all stakeholders to ensure operational consistency.

Requirements

Education:

• Diploma in Business Administration or related field.

Experience:

• 13 years of experience in real-time management, WFM, or contact center operations (preferably in telecom).

Skills & Knowledge:

• Strong understanding of contact center operations, WFM processes, and real-time monitoring principles.

• Proficient in Cisco, Exony, and real-time management systems.

• Advanced MS Office skills (Excel, PowerPoint, Word).

• Strong analytical, coordination, and problem-solving skills.

• Excellent communication and stakeholder management abilities.

Core Competencies:

• Strategic thinking and results orientation.

• Customer-focused and quality-driven.

• Strong collaboration and teamwork.

• Data-driven decision-making.