Real-Time Monitoring (RTM) Analyst
The Real-Time Monitoring (RTM) Analyst at StarZen manages intraday performance, staffing levels, and schedule adherence within a busy contact center. The role involves tracking agent metrics, coordinating real-time adjustments like VTO or overtime, and reporting on KPIs to operations leadership. Candidates need experience with WFM tools such as Genesys or Verint and strong analytical skills in Excel. The position requires availability for rotational 24x7 shifts to ensure continuous service delivery across lines of business.
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Experience
1-3 years
Function
Operations
Work mode
Onsite, India
Company
Tier 2
What you will work on
The Real-Time Monitoring (RTM) Analyst at StarZen manages intraday performance, staffing levels, and schedule adherence within a busy contact center. The role involves tracking agent metrics, coordinating real-time adjustments like VTO or overtime, and reporting on KPIs to operations leadership. Candidates need experience with WFM tools such as Genesys or Verint and strong analytical skills in Excel. The position requires availability for rotational 24x7 shifts to ensure continuous service delivery across lines of business.
TAL's take
Role is clearly defined for a contact center operations environment, but the company brand and growth profile are unknown.
The JD provides a very clear breakdown of daily operational tasks, required tools, and performance metrics expected for the role.
Must haves
- 1–3 years experience in contact centre operations or workforce management
- Familiarity with WFM tools like Genesys, NICE IEX, Verint, or Aspect
- Basic understanding of contact centre metrics (SLA, AHT, ASA, occupancy, shrinkage)
- Proficiency in MS Excel
- Ability to work in a fast-paced environment and handle rotational shifts
Tools and skills
About the company
unfamiliar company, default mid-tier