Real-Time Analyst

Responsibilities

• Maintain exceptional service standards by monitoring inbound contact volumes, analyzing trends, and providing actionable recommendations to optimize performance and ensure a seamless customer experience.
• Monitor real-time inbound traffic and provide recommendations to adjust staffing based on call volume, absenteeism, and other variables.
• Leverage daily and historical reports to identify opportunities and trends in call volume and staffing.
• Conduct root cause analysis to drive accurate forecasting and effective scheduling outcomes.
• Cultivate cross-functional partnerships to deliver creative and effective capacity-planning solutions.
• Support schedule changes and manage team member availability.

Requirements

• 2+ years of experience in a real-time analyst or workforce management role, preferably with a focus on multi-location operations and cross-functional time zones.
• Demonstrate an outstanding ability to listen, anticipate, and respond to internal and external customer needs.
• Proven ability to effectively and accurately convey complex concepts in a simplified manner to members at all levels of our organization while maintaining confidentiality.
• Interpret data, identify trends, and communicate insights clearly and effectively to support quick decision-making and optimize staffing and performance.
• Proficiency in workforce management software (e.g. Teleopti, Verint, or similar platforms).
• Experience using project management techniques and tools (i.e. Excel, Monday.com, Google Suite, or similar platforms).
• Experience with project management techniques and tools (e.g. Excel, Monday.com, and Google Suite applications).
• Ability to work a flexible schedule, including some weekends, evenings, and holidays.