Real Time Analyst

Responsibilities

• Review queue conditions, staffing coverage, and contact volumes in real time to recommend adjustments that improve response times and productivity.
• Build and maintain reports using Excel, Power BI, and other monitoring tools to highlight trends, risks, and opportunities for operational improvement.
• Coordinate with supervisors and workforce teams to support schedule adherence, shift changes, and resource allocation decisions.
• Analyze performance data to identify gaps in coverage, recurring issues, and opportunities to optimize workforce utilization.
• Use ticketing and management systems to document concerns, escalate service issues, and support timely operational follow-up.
• Provide ongoing insight to leadership by summarizing daily performance, service levels, and staffing impacts in a clear and actionable format.
• Support call center planning activities by contributing data analysis related to staffing needs, operational practices, and process refinement.

Requirements

• Experience working in a real-time analysis, workforce management, or call center operations role.
• Strong proficiency with Microsoft Excel and working knowledge of Microsoft Word, Outlook, and broader Microsoft Office applications.
• Ability to interpret operational data, evaluate trends, and make sound recommendations based on real-time conditions.
• Familiarity with scheduling concepts, staffing models, and service level monitoring in a customer service environment.
• Experience using reporting platforms, monitoring tools, ticketing systems, or workforce management software such as Power BI or similar solutions.
• Strong analytical thinking, attention to detail, and the ability to manage multiple priorities in a fast-paced setting.
• Effective communication skills with the ability to collaborate across operations, leadership, and support teams.