WHO WE ARE:Konecta is a leading global service provider in customer management, business process, and digital outsourcing, with 120,000 employees working in 30 languages across 4 continents and 26 countries. We offer end-to-end customer management solutions—including acquisition, retention, customer service, technical support, and collections—powered by world-class expertise in customer experience, process management, and digital technologies. Headquartered in Madrid, Konecta generates €2 billion in global revenues and serves 500+ clients across telecoms, energy, banking, mobility, retail, and e-commerce.Role SummaryThe Real-Time Analyst (RTA) is responsible for monitoring and managing real-time operations within the contact center to ensure service levels and operational KPIs are consistently met. The role focuses on intraday performance management, schedule adherence, and proactive decision-making to optimize workforce efficiency.Key ResponsibilitiesMonitor real-time performance of contact center operations (calls, chats, emails).Track and manage key KPIs such as SLA, AHT, Service Level, Adherence, and Occupancy.Identify performance gaps and take immediate actions (e.g., re-skilling, queue management, break adjustments).Communicate intraday performance updates to Operations, Team Leaders, and Workforce Management (WFM).Manage agent schedule adherence and highlight any deviations.Coordinate with Team Leaders to ensure optimal staffing levels.Generate and share real-time and intraday reports.Handle call volume spikes, system issues, or unexpected changes in workload.Ensure proper queue allocation and workload distribution across channels.Qualifications & Requirements1–3+ years of experience in RTA / WFM / RTM within a BPO or contact center environment.Strong understanding of WFM tools (e.g., Verint, NICE, Aspect, Genesys, etc.).Good knowledge of contact center KPIs and performance metrics.Advanced skills in Excel / Google Sheets.Strong analytical and problem-solving skills.Good communication skills in English.Ability to work under pressure and in a fast-paced environment.Core CompetenciesAttention to detailTime managementDecision-making under pressureStakeholder communicationAnalytical thinkingKPIsService Level (SLA) achievementSchedule adherenceIntraday performance accuracyQueue management efficiencyReporting accuracy and timeliness