Real Time Analyst

About the role

Tala is seeking a Real Time Analyst to serve as the primary control center for our operational performance. You will actively manage campaign flows and staffing levels to ensure we hit recovery targets and maintain service standards.

Key facts

What you'll do

• Adjust campaign settings and reallocate staff in real time based on live performance data to keep service levels within target variance.
• Troubleshoot system outages or bottlenecks by coordinating with product and engineering teams to minimize operational downtime.
• Manage agent occupancy and idle time by shifting staff across voice, WhatsApp, Viber, and live chat channels as demand fluctuates.
• Deliver hourly flash reports to operational leadership containing specific recommendations for immediate strategy adjustments.
• Enforce adherence to schedules and operational protocols, reporting significant deviations to team leads for follow-up.
• Audit real-time tracking tools against system logs to verify data accuracy.

Requirements

• Minimum of 2 years of experience working in contact center operations.
• Ability to work with a high sense of urgency and autonomy under pressure.
• Proficiency in real-time monitoring software.
• Working knowledge of SQL for performing ad-hoc data analysis.

Skills & tools

• Real-time monitoring tools
• SQL
• Contact center operations
• Multi-channel management (Voice, WhatsApp, Viber, Live Chat)