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Position Summary: The Real-Time Analyst (RTA) is a critical part of GRT’s operations This role provides
hour-by-hour visibility and performance monitoring across the Service, Settlement, and Back-Office
(PPG/CPG) teams.
While GRT has a WFM Manager responsible for forecasting, scheduling, and staffing models, the RTA
role ensures that the day-of plan is executed in real time. RTAs do not report to the WFM Manager but
work closely with them by providing real-time data, performance trends, and intraday insights to
support overall operational goals.
The RTA function helps GRT improve service levels, reduce shrinkage, increase agent productivity,
prevent backlogs, and drive stronger supervisor accountability.
Key Responsibilities:
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Real-Time Performance Monitoring
Monitor agent states across Service, Settlement, and Back Office to ensure adherence to
schedules.
Identify and escalate excessive ACW, Not Ready time, inaccurate pause reasons, long breaks, or
idle behavior.
Track real-time service levels and notify leadership when performance deviates from target.
Ensure proper staffing and queue coverage throughout the day by partnering with WFM and
Operations leaders
Operational Queue & Workflow Oversight
Monitor service, back-office and settlement queues to prevent delays and SLA risks.
Identify emerging bottlenecks in payments, document processing, or correspondence
workflows.
Recommend intraday redistribution of work or staffing adjustments to leaders.
Issue Detection & Escalation
Detect anomalies such as volume spikes, CRM slowdowns, dialer routing issues, or system
outages.
Escalate issues to supervisors, managers, or technical teams for rapid resolution.
Maintain a real-time log of operational risks and actions taken.
Supervisor & Manager Support
Provide supervisors with actionable insights about agent behavior and performance trends.
Partner with managers to address recurring adherence issues or operational gaps.
Support leadership in enforcing consistent adherence and productivity expectations.
Reporting & Insights
Produce daily reports on adherence, shrinkage, ACW, and queue health.
Provide end-of-day summaries highlighting risks, trends, and recommended actions.
eliver weekly insights to operations leadership identifying performance patterns, staffing gaps,
and improvement opportunities.
Collaboration with WFM Manager
Share real-time intraday data that improves future forecasting and schedule planning.
Communicate volume anomalies or unexpected behaviors that impact the WFM model.
Support alignment between long-term staffing plans and same-day execution.
Qualifications: To perform this job successfully, an individual must be able to perform each
essential duty satisfactorily.
High School diploma
Minimum 1 year experience in real-time workforce support roles
Preferred 1 year experience in call center operations roles
Strong analytical skills with the ability to act quickly on performance data.
Excellent communication (written and verbal), escalation, and follow-through skills.
Basic to intermediate experience wit Excel, including basic formulas and pivot tables
Familiarity with Contact Center WFM platforms
Ability to work with multiple departments simultaneously.
Detail-oriented and comfortable in fast-paced environments.
Success Measures:
Improved agent adherence, greater agent utilization, and reduced shrinkage.
Lower ACW and increased productive hours.
Stable service levels and fewer client disruptions.
Reduced operational backlogs in Service, Settlement, and Back Office.
Strong supervisor responsiveness to real-time insights.
Improved ROI and effectiveness of the WFM tool.
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