Real Time Analyst

Position Summary The Real-Time Analyst (RTA) is the primary real-time link between Workforce Management (WFM) and Japan Operations. The role monitors intraday demand, staffing, schedule adherence, and operational performance; identifies variances from plan; and coordinates timely actions to protect service levels and customer experience. The RTA translates WFM plans into daily operational execution and provides clear feedback to WFM and Operations to improve forecasting, scheduling, and resource decisions. Responsibilities
• Real-time monitoring and intraday management
• Monitor contact volumes, queues and backlogs, service level, response rate, AHT, occupancy, available staffing, shrinkage, and schedule adherence at interval level.
• Compare actual performance with the forecast and staffing plan, identify emerging risks and root causes, and assess the likely operational impact.
• Coordinate agreed intraday actions with Operations, including staff reallocation, break or activity adjustments, skill and queue changes, cross-site support, and overtime or early release where approved.
• Track unplanned absence, system incidents, demand spikes, and other events that affect capacity or service delivery.
• Maintain an accurate intraday action log, including the issue, decision, owner, timing, and outcome.
• Escalate material service-level or capacity risks promptly to WFM and Japan Operations leaders, together with clear recommendations.
• WFM and Japan Operations coordination
• Serve as the day-to-day interface between WFM and Japan Operations for real-time performance and staffing matters.
• Translate WFM data and recommendations into clear operational actions, and feed local operational insights and business drivers back to WFM.
• Provide timely updates to Team Leaders, Operations Managers, and WFM stakeholders and confirm that agreed actions are implemented and closed.
• Work closely with Operations, WFM, Reporting, IT, and other support teams to resolve issues affecting service delivery across Japan locations.
• Communicate clearly in Japanese with both technical and non-technical stakeholders. Qualifications
• College degree or diploma in Business, Operations, Analytics, Mathematics, Statistics, or a related discipline is preferred; equivalent practical experience will be considered.
• At least 2 years of experience in contact-center operations, workforce management, real-time management, resource planning, or a comparable operational environment.
• Strong understanding of contact-center metrics and drivers, including service level, response rate, AHT, occupancy, shrinkage, schedule adherence, and staffing variance.
• Experience using workforce management tools such as Verint, NICE, or Genesys and telephony platforms such as Cisco, Avaya, or Content Guru is preferred.
• Strong Microsoft Excel and reporting skills; experience with Power BI or similar business-intelligence tools is an advantage.
• Fluent Japanese and business-level English, with the ability to communicate clearly with Local and Global stakeholders.
• Sound judgment and the ability to make timely, data-based recommendations in a fast-changing operational environment.
• Strong attention to detail, ownership, organization, and the ability to manage multiple priorities independently.