Real-Time Analyst
Job Summary
Monitoring queue volumes and reallocating agents in real-time, the full-time Real-Time Analyst will ensure optimal staffing levels across multiple channels and BPO partners while working remotely.
Key responsibilities
- Monitor queue volumes, service levels, and backlog across all channels throughout the day
- Reallocate agents between queues in real time to align staffing with demand shifts
- Produce intraday and end-of-day reports analyzing performance and informing future forecasts
Required qualifications
- 5 or more years in real-time analysis or Workforce Management in a contact center or support environment
- Hands-on experience monitoring multi-channel queues across multiple vendors simultaneously
- Strong spreadsheet skills and working knowledge of at least one WFM platform or ticketing tool
- Demonstrated ability to make fast staffing decisions under pressure
- Availability to support coverage around major events on short notice
Complete Job Description
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