Real-Time Performance Analyst

Job Summary

A company is looking for a Real-Time Performance Analyst to manage intraday contact center performance.

Key Responsibilities

• Manage contact agent staffing plans to achieve performance goals
• Provide real-time performance management by addressing staffing gaps and rescheduling activities
• Analyze contact center performance data to identify trends and troubleshoot issues

Required Qualifications

• High school diploma or equivalent education and/or experience
• Two years of experience in a contact center environment
• Proficiency in Excel