The age old argument; chips or fries, pavement or sidewalk, trousers or pants. There is a minefield of national language variations between the UK and the US but are they the same? Yes! Real-Time Management and Intraday Management roles are essentially the same on both sides of the pond.
Contact centre job boards in the UK are awash with Real-Time Analyst roles. Companies look for candidates who understand call trends with the ability to extract and analyse data to improve customer service experience. Typically their main duties include:
- Driving schedule adherence compliance activity
- Entering and reporting on agent schedule and exception activity
- Providing performance reports relating to scheduling, service level, agent performance and actual staffing levels by activity and grade
- Providing a communication service to team leaders and managers 
Intraday Management roles advertised in the US job boards mirror UK Real-Time Analyst job. Their main duties include:
- Analysing real time service level impacts and take action
- Maximising call centre performance through intraday analytical skills
- Communicating all performance impacts to operational management
- Conducting skill set analysis and call profiling 
Both Real-Time and Intraday Management roles focus on reducing the impact of performance threats to contact centres. They re-balance each day’s workload with the available human resources to achieve customer service expectations and safely mop-up agent idle time to ensure more productive work is done whilst protecting service levels.
Completing the complex tasks required is a challenge. Many contact centres are hiring more and more staff to undertake the manual tasks, hence all the job postings on both sides of the Atlantic. Other companies are deploying real-time automation tools to support their teams and enjoy significant benefits: improved customer experience, improved agent utilisation and improved profitability .
Whether you know it as Real-Time Management or Intraday Management, creating efficiencies in the processes by using automation is the next major improvement in contact centre daily management.
 Aberdeen Research Group: The Strategic Value of Intraday Management in the Contact Center