Real-Time Analyst (Local Account)

Key Responsibilities:

• Monitor agent status in real-time.
• Monitors inbound operations to ensure optimal staffing levels.
• Evaluate adherence and take immediate action to improve performance.
• Facilitates real-time discussions with necessary stakeholders.
• Responsible in processing the hourly, daily, weekly, monthly schedule adherence reports
• Administers volume contingency action plans as deemed necessary and appropriate.
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
• Assist with creation if metrics and targets for services
• Work closely with the operations team to analyze and help improve their delivery processes
• Generate ideas for process and service improvement planning
• Use trends and reports to forecast requirements
• Assist with projects and other duties as requested or assigned

Basic Qualifications

• At least college degree, any field
• Previous call center experience required
• Attention to detail and high level of accuracy
• Knowledge and experience in Automatic Call Distribution (ACD), forecasting and scheduling is advance
• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
• With working experience creating MS excel reports and templates
• Strong organizational skills and with good analytical skills
• Able to communicate professionally - oral and written
• Organized with the ability to quickly and effectively adapt to change
• Excellent attendance recor

Why Join Us?

At Support Services Group, we're more than just a workplace — we're a community dedicated to excellence. When you join our team, you'll have the opportunity to grow both personally and professionally, with ample room for advancement and skill development.

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.