Associate, Real Time Management

Role overview

The Real Time Associate partners with clients and operations teams to help keep staffing aligned with demand, support schedule adherence, and assist with the day-to-day movement of agents and schedules in a large call center / back-office setting.

Key responsibilities

• Handle real-time exceptions within a high-volume call center or back-office environment.
• Act as a communication bridge between Operations and other support teams when service-impacting issues need escalation.
• Track live call activity using the workforce management platform, such as EIX.
• Review intraday call and work volumes against forecasted demand.
• Carry out real-time staffing actions as needed.
• Recommend changes to leverage and skill allocation when required.
• Check service level reports for accuracy, spot irregularities, and raise concerns to the team manager and/or client through the established escalation path.
• Maintain ongoing tracking and trend analysis for required data points such as service levels and attendance.
• Perform manual studies or analysis when system limitations create gaps, including AHT-related checks.
• Manage special situations under an Emergency Action Plan, including events such as fire or power failure.
• Assess real-time schedule efficiency and core indicators, including service level, to support continuous improvement.
• Route help desk requests from agents to technical support and ensure escalation of major local or global technical problems.
• Ensure the correct exception codes are recorded so real-time monitoring data stays accurate.
• Investigate deviations and log exceptions in real time.
• Work with Training and Operations to arrange multi-skill training for existing agents.
• Guide new hires on schedule-related processes when needed.
• Drive higher efficiency and occupancy while still meeting service targets.
• Identify and suggest improvements to operations and support processes.

Candidate profile

• Strong analytical, numerical, and problem-solving ability.
• Workforce management or real-time analysis experience is preferred.
• Well-developed organization and time management skills, with the ability to handle multiple tasks effectively.
• Ability to think quickly and make sound decisions under pressure in a fast-moving environment.
• Strong teamwork and leadership capabilities, along with clear logical thinking.
• Excellent written and spoken communication skills for interaction with internal stakeholders and client representatives.
• Comfortable working independently with limited supervision while meeting several deadlines in a demanding setting.

Benefits

• Opportunity to manage your own work with a good level of autonomy.
• A workplace that values and listens to your ideas.
• Competitive compensation.
• Career growth and development opportunities.
• Supportive working environment.