Real-Time Analyst (RTA), Contact Center Workforce Management
The person watching the queue so nobody waits too long.
The role
We're building a bench of workforce management talent for US clients. You'll monitor one US contact center's queues all shift, track adherence, move breaks and skills when volume shifts, and tell supervisors early when service level is at risk. It matters because the difference between a good day and a bad one is usually decided in 15 minute windows, and the real-time analyst is the one who sees it coming. Day to day you'll work with the client's WFM lead and floor supervisors, with Neon Link behind you. People do well here if they stay alert for a full shift, speak up fast, and keep a clean log of every change they make. In your cover note, name the WFM and phone systems you've used and the size of the floor you've monitored. The client meets you for a final interview before you start. Selected candidates are interviewed now and matched to a client engagement as it opens.
What you'll do
- Monitor queues, service level, abandonment, wait times and agent states in real time across your shift
- Track schedule adherence and conformance, and flag agents out of adherence to supervisors right away
- Move breaks, lunches, training and coaching time, and adjust skills, to protect service level when volume shifts
- Recommend overtime or voluntary time off when intraday volume is off forecast, and follow the approved plan
- Send interval updates to supervisors and leadership during the shift, and a clear end of shift summary
- Log every schedule change, exception and system issue so the WFM analyst can reconcile it the same day
- Spot patterns across days, such as recurring spikes, repeat outages or problem intervals, and report them with examples
- An interval update sent every 30 minutes during your shift, on time
- Service level risk escalated within 15 minutes of showing up, with a recommended action
- Every schedule change and exception logged before the end of your shift
- Floor adherence at 90 percent or better on the shifts you cover
What you bring
- 1 or more years as a real-time analyst, or 2 or more years in a US-facing contact center with exposure to workforce management
- Working knowledge of a WFM platform such as NICE IEX, Verint, Aspect, Genesys, Calabrio or Five9, and a phone system dashboard
- Good with Excel: filters, lookups and basic charts
- Alert and consistent across a full shift, with the confidence to tell a supervisor their team is off schedule
- Clear written and spoken English; quick, accurate updates in chat and email
- Able to work US hours, a night shift that usually starts between 9pm and 1am Manila time; some clients need weekend or rotating coverage
- A quiet, private workspace, wired internet of at least 25 Mbps with a backup connection, a plan for power outages, a computer that runs the client's tools, and a headset with a working webcam
- Willing to sign a confidentiality agreement and pass a background check, and to follow client rules for personal data
- Education: senior high school or higher; bachelor's degree in any field preferred, not required
- Scheduling or forecasting exposure, or an interest in growing into a WFM analyst role
- Power BI, Google Sheets automation or basic SQL
- Multi-skill or multi-channel queues (voice, chat, email)
You'll do well here if
Why Neon Link
At Neon Link, we take care of the people who do the work, and we build the structure good people deserve. We uphold our core values:
- DO THE WORKWe show up prepared and finish what we start.
- GET THE CREDITYour work is visible, and it is yours.
- SAY IT STRAIGHTClear updates, honest answers, no surprises.
- OWN ITWe fix problems before anyone has to ask.
- KEEP LEARNINGWe get a little better every week.
Fifteen fields is disrespectful.
We kept it short.
Resume plus the basics. A person reads every application that comes in.