Real Time Analyst

Job Summary

A company is looking for a Real Time Analyst _ WFM Specialist 1.

Key Responsibilities

• Monitor real-time call volume and staffing to ensure proper contact center staffing
• Track schedule adherence and alert management on threshold violations
• Update workforce management software and assist Operations with staffing information

Required Qualifications

• 1 to 2 years of work experience in a contact center (BPO) environment preferred
• High School Diploma/GED required
• Solid knowledge of Call Center Metrics and Workforce Management policies
• Broad knowledge of contact center and customer service operations
• Flexible schedule to accommodate a 24x7 work environment