Temporary Real-Time Analyst

Job Summary

Monitoring real-time adherence and providing scheduling support, the temporary Remote Real-Time Analyst will work closely with Operations to ensure staffing targets are met while producing reports and addressing agent performance metrics.

Key responsibilities

• Provide real-time scheduling and contact flow support in a multi-client environment
• Monitor and maintain real-time adherence through direct communication with agents
• Produce regular reports for Operations and Workforce Management to inform staffing decisions

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 (e.g., Five9, Serenova, IEX/NICE)
• Intermediate experience with spreadsheets (e.g., MS Excel, Google Sheets)
• Ability to work a flexible schedule, including nights and weekends