Real-time Analyst Workforce Management

About the role

The team at Sunbit is looking for a self-motivated and ambitious Real-time Analyst (RTA) to join our team in Las Vegas, Nevada.

Responsibilities

• Maintain agent level dashboards and Real-Time call queue monitoring to ensure proper staffing levels and compliance with the account’s service level agreements.
• Provide real-time performance reports (aux activities, hold time, after call usage) and post-mortem reports to Operations leaders in the established cadence.
• Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support required action.
• Producing and analyzing management reports to support inbound and outbound operations.
• Collaborate with cross-functional teams to identify opportunities, implement solutions, and measure improvements to meet business objectives.
• Clearly communicate forecasted workload, assumptions, changes, and inputs to relevant stakeholders.
• Identify opportunities to improve contact center metrics and conduct high-level analyses to address forecasting deviations.
• Dedicated to increasing your data analytics skillset within Excel and Google Sheets.

Requirements

• 6 months to 2+ years of experience in a Call Center, Operations or Workforce Management, with a basic understanding of business unit operations, systems, and WFM methods.
• Experience with workforce management systems is preferred; Verint scheduling is a plus—please mention if you have experience with this tool.
• Ability to identify process improvement opportunities, recognize patterns, and implement effective solutions.
• Demonstrated ability to establish and maintain effective working relationships with personnel at all levels and across departments.
• Knowledge of phone system reporting and scheduling tools such as Verint, NICE, IEX, Cisco, and Five9.
• Basic proficiency in Excel and Google Sheets.
• Demonstrates exceptional interpersonal and multimodal communication skills. Proven ability to engage confidently with leadership, facilitating direct discussions to identify and address evolving business needs.
• Perform by regularly standing and walking throughout the call center for up to 3 hours per workday.

Qualifications

• High school diploma or equivalent.
• Valid driver's license and reliable transportation.

Skills

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office Suite, particularly Excel and Google Sheets.
• Ability to work independently and as part of a team.

Benefits

• Competitive pay and stock options.
• Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave.
• Newly added HSA and Pet Insurance.
• 401K Plan with Matching.
• 12 days of PTO your first year with increases thereafter + Holiday Pay.
• Casual Dress.
• Cell phone stipend.
• Other fun team events and Spirit Days.
• Open door policy / Open office floor plan.

Pay

$22-$26/hour DOE

Schedule

Monday-Friday (Day shift)