Real-time Analyst

Education At Work (E@W) enables students from traditionally underserved communities to secure a high-quality post-graduation job through evidence informed work-based learning programs. E@W aims to equip students with the high-value skills and experiences sought in the professional world by offering meaningful work opportunities. 

If you love the pursuit of excellence and are inspired by empowering a student-centered culture to fulfill the E@W mission, we invite you to learn more. We offer unique opportunities to work on rewarding projects in an environment that appreciates diversity, focuses on talent development, and recognizes and rewards exceptional work.

Job Summary

As a Real-time Analyst you will be responsible for monitoring and managing real-time call center adherence and performance to ensure that service level goals are consistently met while maintaining optimal staffing.

This is a seasonal position, starting 12/01/24 and ending 4/30/25.

• Monitor real-time call volume and agent activity using WFM Software (e.g. Aspect, Wallboard).

• Make intraday adjustments to staffing to ensure adequate coverage during fluctuation.
• Communicate with leaders to provide real-time updates and recommendations for improving service level.

• Generate and distribute daily, weekly and monthly reports on performance metrics such as service level and Adherence.

• Collaborate with scheduling team to optimize employee schedules based on forecasted volume and business requirements.

• High School diploma.
• Actively enrolled in a technical degree program (preferred).
• Experience with Cisco, Thin Client, and Cloud based programs preferred.
• Experience with Microsoft Windows Server/Desktop.
• Excellent customer service skills.
• Strong interpersonal and organizational skills.
• Ability to multi-task and prioritize effectively.
• Proficient in troubleshooting and problem resolution.

• 40 hours per week, some weekends required.
• Flexible hours with an in-person office work environment.

AFFIRMATIVE ACTION PLAN / EQUAL EMPLOYER OPPORTUNITY (AAP/EEO) STATEMENT: 

Education at Work (E@W) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, E@W complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. EAW expressly prohibits workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of E@W’s employees to perform their job duties may result in discipline up to and including termination of employment.

THE AMERICANS WITH DISABILITIES ACT OF 1990 (ADA) PROHIBITS DISCRIMINATION IN COMPENSATION AND EMPLOYMENT OPPORTUNITIES AGAINST QUALIFIED INDIVIDUALS WITH DISABILITIES.  TO DETERMINE WHETHER AN INDIVIDUAL IS QUALIFIED, THE ESSENTIAL FUNCTIONS OF EACH JOB MUST BE IDENTIFIED.  ESSENTIAL FUNCTIONS ARE THOSE THAT ARE INTRINSIC TO THE POSITION, AND THAT THE INDIVIDUAL(S) WHO HOLDS THE JOBS MUST BE ABLE TO PERFORM WITH OR WITHOUT REASONABLE ACCOMMODATION.