Description

The Real-Time Analyst (RTA) is responsible for ensuring that service levels and productivity targets are achieved in real-time by monitoring agent performance, call volume, and queue data. This role plays a critical function in maintaining efficient operations in a fast-paced environment, making adjustments to employees and schedules as needed to meet service requirements.

Schedule Options:

• Wednesday through Sunday
• Thursday through Monday
• Friday through Tuesday
• Saturday through Wednesday

Working Hours:

• Weekdays from 3:30 pm - 12am (midnight) EDT
• Weekend days from 8 am - 5:30 pm EDT

Responsibilities
• Real-Time Monitoring: Continuously monitor call volumes, queues, and agent statuses using workforce management (WFM) tools to ensure service level goals are met.
• Intraday Management: Analyze intraday performance metrics and take corrective actions (e.g., reallocate staff, request overtime, offer breaks) to optimize coverage and performance.
• Performance Reporting: Create and distribute real-time performance reports on key metrics, such as service levels, adherence, and average handle time (AHT).
• Schedule Adjustments: Adjust employee levels and reassign tasks dynamically based on real-time data, such as surges in call volume or underperformance in specific teams.
• Communication: Act as the central point of contact for communicating with team leads, supervisors, and agents to provide updates or guidance on employee or workflow changes.
• Attendance and Adherence Tracking: Monitor and track agent adherence to schedules and attendance, ensuring that deviations are minimized and addressed promptly.
• Incident Management: Handle unplanned outages or system issues that affect productivity and report them to relevant teams, ensuring a quick resolution.
• Optimization: Provide input for continuous improvement of workforce management practices, leveraging real-time data and historical trends.

Qualifications

Education:
• High school diploma or equivalent (Bachelor's degree preferred).

Experience:
• 1-2 years of experience in workforce management, call center operations, or real-time analysis.
• Familiarity with WFM software (such as Verint, IEX, or Aspect).
• Experience working in a fast-paced, high-volume environment.

Skills:
• Strong analytical skills with the ability to interpret and act on data.
• Proficiency in Microsoft Excel or other reporting tools.
• Excellent communication skills, both written and verbal.
• Ability to manage time effectively and prioritize tasks under pressure.
• Team-oriented with a strong focus on collaboration.
• Experience with real-time reporting and analysis.
• Knowledge of industry-specific KPIs, such as occupancy, shrinkage, and AHT.
• Familiarity with multi-channel environments (phone, email, chat).