Role Overview
As a Real Time Analyst, you will oversee real-time performance across a multi-client contact center environment. Your primary responsibility is to ensure staffing aligns with demand by continuously monitoring call volume, agent availability, and service metrics. You'll provide timely insights that drive intraday adjustments and support operational efficiency.
Key Responsibilities
- Monitor live call traffic across multiple queues and take action during fluctuations in volume or staffing imbalances.
- Support adherence to schedules and service level agreements through real-time tracking and intervention.
- Deliver regular reporting—bi-hourly, daily, weekly, and monthly—to inform staffing, training, and operational decisions.
- Act as a point of contact between Operations, IT, and Telecom teams for call flow, routing, and system-related issues.
- Collaborate with Workforce Management to share up-to-date statistical insights and ensure seamless coverage.
- Coordinate with client-side teams to report on intraday performance, system outages, or agent anomalies.
- Identify irregularities in call routing using monitoring tools and escalate as needed.
- Generate on-demand reports to support business needs and decision-making.
- Communicate same-day staffing requirements using real-time data summaries.
Qualifications
- High School Diploma or GED required.
- Minimum of one year of experience in contact center workforce management.
- Hands-on experience with workforce tools such as Avaya CMS, IEX, eWFM, Genesis, or Blue Pumpkin.
- Intermediate proficiency in Google Sheets and MS Excel, including formulas, pivot tables, and data organization.
- Strong analytical abilities with a focus on accuracy and problem resolution.
- Excellent organizational skills and the ability to manage multiple priorities independently.
- Effective written and verbal communication skills for cross-functional collaboration.
- Self-motivated with a commitment to operational excellence and continuous process improvement.
- Flexibility to work nights, weekends, and shifting schedules as needed.
Technical Environment
Avaya CMS, IEX, eWFM, Genesis, Blue Pumpkin, Google Sheets, MS Excel
Work Mode
This role requires a flexible schedule, including availability during nights and weekends. Work is conducted locally within a designated city location.
