Real-Time Analyst - Remote

Overview

The Real-Time Analyst (RTA) plays a crucial role in managing real-time adherence and queue management to ensure optimal staffing for customer interactions, while handling various operational tasks and reporting.

In Short

• Responsible for real-time adherence and queue management.
• Ensures staffing aligns with forecasted customer contact volume.
• Reports on events affecting service level agreements (SLAs).
• Maintains accuracy of the Workday database.
• Assists with attendance and productivity checks.
• Handles customer communications effectively.
• Multitasks across multiple projects and tools.
• Proficient in troubleshooting web and MSQ tools.
• Develops trust and rapport with team members.
• Innovates data-driven business solutions.

Requirements

• Solid technical skills for handling calls and tickets.
• Ability to multitask in various browsers.
• Experience with troubleshooting tools like Zendesk.
• Professional demeanor and communication skills.
• Basic knowledge of WFM/RTA.
• Strong analytical skills for data interpretation.
• Attention to detail and reliability.
• Ability to adapt in a changing environment.
• Proficiency in Microsoft Excel.

Benefits

• Engaging and varied work tasks.
• Opportunity for professional growth.
• Collaborative team environment.
• Supportive management.
• Flexible work arrangements.