What is a real time analyst?

A real time analyst is responsible for monitoring call center agents to evaluate their performance and ensure excellent customer service. Their job duties include using real-time call monitoring software, listening into calls or reviewing call transcripts that are generated in real time, and intervening when necessary to avoid escalation of a difficult or unprofessional call situation. A real time analyst works closely with call center agents and managers to identify and address call center problems as they occur.