Real-Time Analyst
Job Summary
Monitoring real-time schedule adherence in a fully remote environment, the full-time Real-Time Analyst will utilize scheduling software and ACD displays to ensure operational efficiency and compliance with service level agreements.
Key responsibilities
- Provide real-time scheduling and contact flow support in a multi-client/multi-channel environment
- Monitor agent adherence and contact volume, responding to changes in staffing and wait times
- Generate regular reports for Operations and Workforce Management to inform business decisions and future staffing plans
Required qualifications
- High School Diploma / GED
- At least 2 years of experience in contact center workforce management or operations support
- Strong knowledge of workforce management tools such as Five9, Serenova, and IEX/NICE
- Intermediate proficiency in spreadsheets, including MS Excel and Google Sheets
- Ability to work a flexible schedule, including evenings and weekends as needed
Complete Job Description
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