Call Center Workforce Real Time Analyst

Join our vibrant team at OneTouch Direct as a Call Center Workforce Real-Time Analyst, where your quick thinking and analytical skills will make a real impact! We are a leading provider of contact center solutions, and we pride ourselves on delivering exceptional service in a collaborative environment.

In this role, you will be responsible for monitoring real-time metrics, making data-driven decisions, and ensuring our operations align with service level goals. You will work closely with call center supervisors and team leaders to optimize staffing and enhance overall performance.

Key Responsibilities:

• Monitor call volume and agent activity in real-time to ensure appropriate staffing levels.
• Analyze performance metrics and adjust schedules as necessary to meet service level agreements.
• Identify trends and communicate insights to management and stakeholders.
• Collaborate with team leaders to develop action plans for performance improvements.
• Provide immediate support for any workforce-related issues that may arise during operational hours.
• Utilize workforce management software to assist in forecasting and planning.

• Minimum of 2 years of experience in a real-time analyst role in a call center environment.
• Strong analytical skills with the ability to interpret and utilize data effectively.
• Experience with workforce management tools and scheduling systems.
• Excellent communication skills for effective collaboration.
• A proactive approach to problem-solving and troubleshooting.
• Ability to multitask and thrive in a fast-paced environment.
• Familiarity with call center operations and performance metrics.
• Flexibility to adapt to changing priorities and support 24/7 operations.

• Full-Time Hours: 40 hours per week schedule
• Supportive Environment: Classroom training, plus ongoing support for your success!
• Great workplace: Daily and weekly incentives to create a fun, competitive, and rewarding environment!
• Benefits: Health Care Plan (Medical, Dental & Vision)
• Growth: Opportunity for professional advancement as we grow!
• Culture: Diverse, welcoming culture with Employee Resource Groups