Real-Time Analyst

About The Role

Our firm is hiring a Real-Time Analyst on behalf of a leading nonprofit health insurance and healthcare solutions organization headquartered in Minnesota. This organization serves individuals, families, employers, and government-sponsored healthcare programs, delivering high-quality member support through a dynamic contact center environment. In this role, you will play a critical part in ensuring operational excellence by monitoring real-time contact center performance, optimizing staffing resources, and supporting workforce management processes. The ideal candidate combines strong analytical skills with workforce management experience to help maintain service levels and deliver exceptional customer experiences.

Job Description

The Real-Time Analyst is responsible for optimizing contact center resources and processes to support business objectives and service level commitments. This role utilizes workforce management and call routing systems to monitor real-time inbound call activity, track agent adherence, and make operational adjustments as needed.

Key Responsibilities

• Monitor and manage real-time inbound call traffic to support service level goals.
• Track workforce adherence and agent activity using workforce management tools.
• Analyze staffing levels, call volume trends, and operational performance metrics.
• Identify and recommend solutions to address overstaffing, understaffing, and performance trends.
• Create and maintain agent profiles through ticketing and workforce management systems.
• Process schedule modifications and provide time-off recommendations based on staffing needs.
• Communicate operational recommendations and performance updates to leadership and supervisor-level management.
• Support contact center scheduling activities, including shift bids, training classes, and staffing adjustments.
• Assist in schedule optimization efforts by evaluating scheduled versus required staffing at the interval level.
• Maintain accurate workforce management records and documentation.

Qualifications

Required

• High School Diploma, GED, or equivalent.
• Minimum of 3 years of related work experience.
• Previous experience in a Real-Time Analyst, Workforce Management (WFM), or Contact Center Operations role.
• Experience monitoring and managing real-time contact center performance.
• Proficiency with Microsoft Office applications, including Excel, Word, and Outlook.
• Strong organizational, analytical, and problem-solving skills.
• Ability to manage multiple priorities, meet deadlines, and maintain a high level of attention to detail.
• Strong verbal and written communication skills with the ability to interact professionally with leadership and management teams.

Preferred

• Experience using Five9 contact center platforms.
• Experience using Verint Workforce Management solutions.
• Experience with ServiceNow ticketing systems.
• Advanced data analysis skills, including reporting and analytics using Excel and Power BI.
• Understanding of workforce management staffing methodologies and contact center scheduling practices.
• Experience performing schedule efficiency analysis and staffing gap assessments.
• Experience optimizing schedules to improve service levels and operational performance.
• Experience conducting shift bids and supporting new hire or upskilling training programs.