Real Time Analyst

Job Summary

A company is looking for a Real Time Analyst.

Key Responsibilities

• Utilize RTM experience to monitor queues and make real-time adjustments to call, email, and chat allocations
• Proactively identify and resolve downtime or telephony issues in collaboration with relevant teams
• Adjust resources based on backlog and real-time trends to maintain service level goals

Required Qualifications

• High school diploma or GED required; some college preferred
• 1-3 years of experience in a real-time workforce management role within a call center environment
• Previous experience with InContact or other WFM and ACD systems is preferred
• Advanced MS Office knowledge, particularly in Excel and Access
• Experience with WFM tools and scheduling software is highly preferred