Senior RTA / WFM Reporting Analyst

About the role

The Senior Real-Time Analyst (Senior RTA) oversees real-time workforce management across one or more programs, acting as the main point of contact for intraday staffing decisions. The role covers staffing optimization, operational risk evaluation and continuous improvement in Workforce Management and Operations, and suits someone with advanced real-time experience and strong analytical judgment.

Key responsibilities

• Monitor service levels, occupancy, staffing, schedule adherence, productivity, queue health and agent utilization, and recommend or execute corrective actions
• Coordinate same-day staffing actions (overtime, make-up time, schedule exceptions, breaks, resource reallocation) and activate contingency plans during disruptions
• Maintain an accurate decision log documenting risk, action, owner, approval and timing
• Support capacity planning by assessing forecast-to-actual variance and recommending short- and medium-term staffing mitigations
• Prepare and validate real-time, daily, weekly and ad-hoc reports, and turn data into concise summaries and recommendations for leadership
• Escalate critical intraday issues and coordinate with Operations, IT, Training, Quality, HR and Recruiting
• Mentor RTAs and backup resources, promote standard operating procedures and support workload distribution
• Identify automation opportunities and build reporting solutions with Excel, Power Query, Power BI, Power Automate, Copilot or macros

Required profile

• Minimum 3 years as a Real-Time Analyst in a contact center or BPO, and 1 year in capacity planning, forecasting, scheduling or staffing
• Experience with multiple programs, clients, queues or channels, and in a high-volume environment
• Bachelor's degree preferred in Industrial Engineering, Business Administration, Statistics, Mathematics, Data Analytics, Computer Science or a related field

Required skills

• Advanced Excel (PivotTables, XLOOKUP, INDEX/MATCH, SUMIFS, dashboards)
• Power Query; Power Pivot or data modeling preferred
• Intermediate to advanced Power BI
• Power Automate, macros or Copilot preferred
• WFM platform such as Genesys Cloud WFM, NICE IEX, Calabrio, Verint, Aspect, Avaya CMS or equivalent