What are the responsibilities and job description for the Real Time Analyst position at Audien Hearing?
Real-Time Analyst
The Real-Time Analyst (RTA) plays a critical role in ensuring live operational stability, team productivity, and schedule adherence. This role serves as the independent monitor of agent and team lead activity across all CX support channels, ensuring real-time interventions are made to avoid service level deterioration, unapproved absenteeism, or productivity gaps.
The RTA is not part of the supervisory structure, and must maintain neutrality and objectivity in reporting performance or schedule compliance data.
Key Responsibilities:
Live Monitoring & Adherence Tracking
- Monitor live agent activities (login status, AUX usage, breaks, call/email handling time).
- Track schedule adherence and deviations for all frontline and team lead roles.
- Identify and document real-time issues, including under-coverage, excessive idle time, and absenteeism.
2. Real-Time Escalation
- Immediately flag SLA risks to team leads and ops leadership.
- Notify leadership of any pattern of non-compliance or unusual activity trends.
- Trigger escalation protocol for unplanned absenteeism or performance dips.
3. Reporting & Logs
- Maintain real-time adherence logs with time stamps, event summaries, and escalated outcomes.
- Generate and send:
- Daily Compliance Summary (end of shift)
- Weekly Real-Time Trends Report
- Document all coaching time tracked per team leader (if integrated into time budgeting).
4. System Navigation & Accuracy
- Use Omni dashboards (or designated WFM dashboards) to cross-check data from:
- Aircall
- Gorgias
- Worklink (or time tracking system)
- Google Sheets / productivity trackers
- Ensure reporting is clean, complete, and free of team-based bias.
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Qualifications:
- 1–2 years of experience in a workforce management, real-time analyst, or CX operations support role, preferably in a contact center environment\
- Strong proficiency in real-time monitoring tools, WFM dashboards, and productivity tracking systems (e.g., Aircall, Gorgias, Google Sheets)
- Demonstrated ability to maintain neutrality and objectivity in performance monitoring and reporting
- Excellent attention to detail and accuracy in tracking time-sensitive data and creating reports
- Strong communication skills with the ability to clearly and professionally escalate issues to leadership in real time
- Proven ability to multi-task and remain organized in a fast-paced, dynamic environment
- Familiarity with service level agreements (SLAs) and how agent adherence impacts overall performance
- High level of integrity, discretion, and commitment to fairness when monitoring cross-functional teams
- Basic understanding of CX operations, scheduling, and performance metrics
- Comfortable working independently and proactively identifying risks or trends without supervision
Job Type: Part-time
Pay: From $25.00 per hour
Schedule:
- Monday to Friday
Work Location: In person
Salary : $25