Intraday & Real-Time Analyst

About the role

Candidate is responsible for balancing service levels in a Contact Center environment. This includes all internal and external locations, lines of business and products according to service level agreements and internal goals. Reviews staffing requirements and adherence. The focus is to create positive experiences for customers while maintaining an efficient call center enterprise.

Responsibilities

• Constant monitoring of call volume to ensure positive customer service delivery on a daily and interval-level basis.
• Providing timely and appropriate communication regarding the performance and key metrics of the call center to all interested parties.
• Monitors staffing levels and schedule adherence of Contact Center colleagues to ensure goals are met.
• Assists with the maintenance of Verint by entering real-time exceptions (absence, tardiness, early departure, meetings, overtime, call outs, etc.).
• Serves as point of contact for the approval/decline of requests such as time off, shift trades, and intraday scheduling changes.
• Review reports and data to identify issues, trends, patterns, and areas for improvement.
• Collaboration with outsourcing partners.
• Opening and escalating tickets in the event of system outages or issues.
• Supports issue resolution and communication to front-line colleagues.

Qualifications

• Strong organization skills
• Strong ability to multi-task
• Strong customer service skills
• Strong time management skills
• Strong written and verbal communication
• Strong analytical skills; experience with Excel preferred
• Capacity to work independently
• 2 years+ Contact Center experience

Schedule

Hours per Week: 40. Work Schedule: Tuesday - Friday 2:30pm‑11pm & Saturday 10:30am‑7pm.