Role Overview

The Real-Time Analyst (RTA) is responsible for monitoring daily operational performance across Expedock’s eBPO accounts and automation workflows. Reporting directly to the Chief of People & Business Operations (CPBO), the RTA ensures that volumes, SLAs, and staffing adherence are consistently achieved by leveraging real-time monitoring tools and proactive communication with Team Leaders.

This role also provides weekly operational insights and reports to management to enable data-driven decision-making and continuous improvement.

Key Responsibilities

Real-Time Operations Management

• Monitor live dashboards through Insightful, Insights, and internal Expedock reporting tools to track daily volume inflow, backlog, SLA adherence, and resource utilization.
• Identify potential risks or SLA breaches in real time and coordinate immediate actions with Team Leaders to ensure targets are met.
• Recommend intra-day adjustments (e.g., task redistribution, break rescheduling, or shift extensions) to balance workload and maintain consistent service levels.

Scheduling & Adherence

• Maintain visibility of team schedules and ensure adherence to assigned shifts and tasks.
• Track attendance, breaks, and utilization against productivity benchmarks.
• Report adherence variances daily and highlight recurring patterns or process gaps.

Reporting & Insights

• Generate weekly reports summarizing volumes, SLA performance, adherence, and operational trends for management review.
• Provide data-backed insights and recommendations to improve staffing, workflow allocation, and SLA stability.
• Support the Operations team with ad hoc performance analyses or forecasting inputs when needed.

Cross-Functional Coordination

• Serve as the communication bridge between Team Leaders and Operations Management to ensure real-time alignment on volumes, workforce, and performance.
• Communicate updates and escalations clearly via Slack, ensuring quick visibility and response across shifts.
• Partner with Workforce Management, People Operations, and Training to optimize capacity planning and process reliability.

Qualifications

• Bachelor’s degree in Business, Operations Management, or a related field preferred.
• Preferred but not required: At least 2 years of experience in real-time management or WFM within a BPO, shared services, or tech-enabled operations environment.
• Proficiency in Insightful, Insights dashboards, Google Sheets/Excel, and workforce or productivity monitoring tools.
• Strong analytical, problem-solving, and multitasking skills with a high attention to detail.
• Excellent communication and coordination abilities; comfortable interfacing with leadership and frontline teams.
• Ability to thrive in a fast-paced, performance-driven, and evolving operational environment.

Success Metrics

• SLA attainment and backlog management across supported accounts
• Schedule adherence and productivity compliance
• Timeliness and quality of weekly performance reports
• Responsiveness and accuracy in real-time communication and escalations
• Management and Team Leader satisfaction with reporting and visibility