Temporary Real-Time Analyst

Job Summary

Working fully remote on a temporary basis, the Temporary Real-Time Analyst will monitor and report on schedule adherence in real-time, utilizing scheduling software and ACD displays, while collaborating closely with Operations to ensure staffing targets and service levels are met.

Key responsibilities

• Provide real-time scheduling and contact flow support in a multi-client environment
• Monitor agent work behaviors and adherence to schedules, addressing any non-compliance
• Generate regular reports for Operations and Workforce Management to inform staffing and operational decisions

Required qualifications

• High School Diploma or GED
• At least 2 years of experience in contact center workforce management or operations support
• Strong knowledge of workforce management tools such as Five9 and NICE
• Intermediate proficiency in spreadsheets, including MS Excel and Google Sheets
• Ability to work a flexible schedule, including evenings and weekends