The role is responsible for monitoring and managing the intraday performance of all operational teams across voice, chat, email, and social channels
Job Summary
The role is responsible for monitoring and managing the intraday performance of all operational teams across voice, chat, email, and social channels.
Candidates must proactively monitor agent activity, track adherence to schedules, and make real-time adjustments to staffing levels to meet Service Level Agreements.
The position requires generating frequent updates to leadership regarding performance risks and maintaining a comprehensive daily log of all key intraday activities.
Matching Summary
The role is responsible for monitoring and managing the intraday performance of all operational teams across voice, chat, email, and social channels.
Skills & Requirements
Must-have
Real Time Analyst experience in Contact Center
Advanced proficiency in WFM software tools
High proficiency in Microsoft Excel analysis
Strong analytical skills for short-term data interpretation
Ability to manage complex scheduling rules
Nice-to-have
Excellent attention to detail
Effective written and verbal communication skills
Solid understanding of call center metrics
Ability to work in dynamic fast-paced environment
Key Requirements
1+ year experience as Real Time Analyst
Bachelor's degree preferred in Business or related field