Real Time Analyst (Internal Opportunity)

About the role

Transcom is looking for an internal Real Time Analyst who already knows the company’s operations and loves working with data in a fast‑paced environment. In this role you will manage real‑time staffing, reporting, escalation and outage management, generate alerts for the Business Manager and ensure KPI efficiency for assigned routes.

Key responsibilities

• Monitor agent activity and adherence in real time, escalating any deviations.
• Generate staffing and performance reports and analyse them to provide actionable insights.
• Create post‑mortem analyses for under‑performing campaigns and support short‑term planning.
• Process schedule‑related requests such as swaps and skill changes.
• Liaise with operations, IT and the client to resolve issues.
• Support optimal staffing levels, including overtime or staff‑downs where applicable.

Required profile

• Data‑ and results‑driven mindset.
• Strong problem‑solving abilities.
• Excellent organizational and team‑management skills.
• Focus on quality and adaptability.
• Good interpersonal and communication skills.

Required skills

• Excellent knowledge of Microsoft Office.
• Proficiency with Google suite programs.

What we offer

• Training and growth opportunities, including support for international career paths.
• Collaborative culture that values every employee’s contribution.
• Work‑life balance with flexible arrangements.