Real Time Analyst

Job description:

• Monitor real-time call volumes, agent availability, and other key metrics to ensure optimal staffing levels and performance.
• Make real-time adjustments to staffing and resource allocation based on fluctuating call volumes, traffic patterns, and agent availability.
• Communicate with contact center supervisors, managers, and agents to provide updates on call volume trends and any necessary adjustments to schedules.
• Use workforce management software and tools to track and manage real-time activities, including queues, agent states, and service levels.
• Analyze data to identify trends and patterns in call volume, handle times, and other operational metrics, providing insights for continuous improvement.
• Collaborate with forecasting and scheduling teams to align real-time activities with forecasted demand and planned staffing levels.
• Ensure adherence to schedules and breaks, adjusting to maintain appropriate agent coverage.
• Escalate critical issues and deviations from service level targets to appropriate stakeholders for resolution.
• Monitor and report on individual agent performance, including adherence to schedules, break times, and call handling metrics.
• Provide support and guidance to supervisors and agents on real-time scheduling adjustments and process adherence.
• Contribute to the development and improvement of real-time monitoring procedures and best practices.
• Generate and distribute real-time reports and dashboards to inform stakeholders about operational performance.
• Stay up-to-date with industry trends and technologies related to contact center operations and real-time monitoring.

Qualifications:

• High school diploma or equivalent (Bachelor's degree in a relevant field is a plus).
• Previous experience in a contact center or customer service environment.
• Proficiency in using workforce management software and real-time monitoring tools.
• Strong analytical skills with the ability to interpret real-time data and make quick decisions.
• Excellent communication and interpersonal skills.
• Detail-oriented with the ability to multitask in a fast-paced environment.
• Problem-solving skills and the ability to remain calm under pressure.
• Basic understanding of call center operations, metrics, and key performance indicators.
• Ability to work flexible hours and shifts as needed.
• Knowledge of workforce management principles is a plus.