Workforce Real Time Analyst

Position: Real Time Analyst

Type: Full Time

Overview:

We are seeking a detail-oriented and proactive Real Time Analyst to join our call center

operations team. The Real Time Analyst plays a critical role in monitoring and

optimizing the performance of our call center by ensuring real-time adherence to

schedules and making immediate adjustments to optimize service levels and efficiency.

Responsibilities:

 Monitor real-time call volume and agent adherence to schedules using workforce

management software.

 Make real-time adjustments to staffing levels and schedules to optimize service

levels and efficiency.

 Coordinate with Team Leaders and Operations Managers to address immediate

staffing needs and resolve service level issues.

 Provide timely updates and reports on call center performance metrics such as

service level, average handle time, and adherence.

 Analyze histo...