Real Time Analyst - Remote

Overview

The Real Time Analyst is responsible for managing the daily workflow and resource usage for the global contact center staff, collaborating with various teams to optimize staffing and ensure compliance.

In Short

• Monitor daily and intra-day schedule adherence.
• Use real-time tools to adjust staffing and optimize resource efficiency.
• Reallocate inbound volumes and staff assignments as needed.
• Analyze performance trends to adjust staffing plans.
• Track attendance and report exceptions to leadership.
• Review performance reports to assess staffing needs.
• Coordinate with Operations to align staffing with forecasted needs.
• Act as a liaison between Workforce team and business partners.
• Work closely with Workforce Schedulers and Analysts.
• Ensure compliance and attendance issues are communicated effectively.

Requirements

• Ability to work independently and in a team.
• Capacity to work under pressure and meet deadlines.
• Strong organizational and multitasking skills.
• Proactive problem-solving abilities.
• Excellent interpersonal skills.
• Experience with contact center and workforce management software.
• Bachelor’s degree or related work experience.

Benefits

• Flexible hybrid working environment.
• Work-life balance policies.
• Career development and growth opportunities.
• Comprehensive benefit plans.
• Paid volunteer days off.
• Support for mental, physical, and financial wellbeing.