Lead Analyst, Real Time Operations

Job Summary

A company is looking for a Lead Analyst, Real Time Operations.

Key Responsibilities:

• Collaborate with Operations Strategy to align initiatives with organizational goals
• Enhance routing, skilling, and capacity utilization for improved service levels
• Serve as a liaison between Realtime, WFM, and Strategy teams to ensure seamless process integration

Required Qualifications:

• Bachelor's Degree preferred, or a combination of coursework and experience
• 7-10 years of relevant work experience
• Expertise in call routing and segmentation
• Familiarity with Aspect WFM, Jira, and MS Office
• Project management and SQL skills are preferred