Transcom is a global community of customer experience experts nimble, driven, and committed to the brands we serve. Join us as a Real Time Analyst, where you will be the heartbeat of our operations, ensuring that our staffing levels and performance metrics align perfectly with our goals. Ready to make an impact? Apply now and let s start something brilliant! Join Transcom as a Real Time Analyst! Be on the front line of operational excellence and deliver impactful work on a company level. In this role, you will: Manage the real-time aspect of assigned campaigns, focusing on staffing levels, reporting, and escalation management; Monitor and track agent activity across multiple lines of business to ensure optimal productivity and service levels; Collaborate closely with Operations and other departments to ensure all KPIs are met or exceeded; Generate and publish intraday reports, including absenteeism and staffing projections at both interval and end-of-day levels; Oversee outage management and technical escalations to minimize business impact during the work week.

Desired Candidate Profile

• Proficiency in English at a C level
• Minimum studies: University diploma or degree (ideally in a quantitative, business, or IT field)
• Specific training and/or work experience in Workforce Management (WFM) or Contact Center Operations
• Previous experience: Minimum of one year's experience as a Real Time Monitor, Traffic Controller, or in a similar operational support role
• High-level IT skills in MS Excel/GSuite (advanced formulas) and familiarity with WFM tools (e.g., Verint, Nice IEX, Teleopti) and telephony platforms
• Core competencies including strong analytical thinking, quick problem-solving, and a focus on operational results and quality
• Positive attitude towards interpersonal dealings and the ability to remain calm and motivated under high-pressure, fast-paced situations