Real Time Analyst

About Us

At Advantage Communications, we pride ourselves on being a family-oriented organization that values community and collaboration. We are looking for strong leaders who embody our 4 Core Values:
✅ Positive
✅ Honest
✅ Humble
✅ Fun to work with

If this sounds like you, we’d love for you to join our Team!

Career Summary

The Real Time Analyst (RTA) is responsible for monitoring and managing live contact center operations to ensure optimal performance and service delivery. This role involves tracking real-time metrics, managing schedule adherence, and responding to intraday changes such as absenteeism, call volume spikes, or system issues.

As an RTA, you will make quick decisions to maintain service levels, communicate with operations teams, and document actions taken throughout the day. This is a flex role, overseeing multiple Lines of Business (LOBs) rather than being dedicated to one.

How You Make a Difference

• Innovate and adapt ideas to create concepts and visualize deliverables.
• Collaborate effectively with team members and other departments.
• Demonstrate strong proficiency in MS Office tools, especially Excel.
• Be self-motivated with excellent time management and communication skills.
• Solve problems creatively and overcome unexpected obstacles.
• Show passion for excellence, a strong work ethic, and a solutions-oriented mindset.
• Experience with Teleopti or similar Workforce Management software is an asset.
• Be detail-oriented, organized, and methodical with strong analytical skills.

Responsibilities

• Monitor real-time adherence and workflow to ensure efficient management of online and offline activities.
• Work closely with all departments to meet service level commitments and maintain cost-effectiveness.
• Manage staffing gaps using extra hours, overtime, and voluntary time off.
• Optimize intraday scheduling for shifts, breaks, and offline time.
• Provide leadership with intraday updates on SLA objectives and current-day performance.
• Maintain KPIs and operational targets.
• Attend program-related meetings as needed.
• Identify call trend issues and report internally and to clients.
• Provide post-mortem analysis for known issues/outages.
• Generate reports as required.

Qualifications

Knowledge & Skills:

• Previous Workforce or Supervisory experience is an asset.
• Telecommunications industry experience is an asset.

Education:

• Post-secondary education in Business Administration or a related field is an asset.

Other Requirements:

• Successful completion of a criminal background check.
• Reference Check (RC).