Real Time Analyst

Job Summary

A company is looking for a Real Time Analyst to monitor call volume and staffing in a contact center environment.

Key Responsibilities

• Monitors queue real-time and analyzes staffing levels against call volumes
• Assists during downtime and manages off-line exceptions
• Conducts daily real-time analysis to ensure schedule adherence

Required Qualifications

• Bachelor's/College Degree preferred; High School Diploma/GED required
• At least 1 year of experience in a BPO/Call Center environment
• Proficient in Microsoft Excel and other related software applications
• Broad knowledge of contact center operations and customer service
• Integrity, customer focus, and teamwork skills are essential