Real Time Analyst

Job Summary

A company is looking for a Real Time Analyst to monitor and report on agent schedule adherence in real-time.

Key Responsibilities

• Monitor agent schedule adherence using real-time adherence software and report non-adherent events
• Coordinate with Workforce Management and other Traffic Analysts to ensure coverage and provide statistical data
• Provide real-time feedback and assist Operations Management in enforcing schedule adherence and call time guidelines

Required Qualifications

• Minimum two years' experience in a call center environment with familiarity in Workforce functions
• Experience managing single and/or multiple Lines of Business, skills, and queues
• Proficiency in workforce management technologies and tools such as NICE IEX, Verint, or Genesys
• High School diploma or equivalent required; 2 years of college or more preferred
• Strong analytical skills to assess situations and make real-time decisions