Real Time Management Analyst

Job Summary

A company is looking for a Real Time Management Analyst (Pacific/Mountain Time Zone).

Key Responsibilities

• Monitor real-time contact center activity and manage staffing levels to maintain service levels
• Perform real-time queue management and coordinate short-term off-line events for call center agents
• Collaborate with other departments and provide reporting or ad hoc analytics as needed

Required Qualifications

• High school diploma or equivalent with 3-5 years of workforce management experience in an inbound call center
• Ability to learn and adapt to current workforce management tools
• Solid mathematical aptitude and strong analytical skills
• Experience analyzing and summarizing complex data related to call center technologies
• Advanced computer skills with various software applications including Access, PowerPoint, Excel, Word, Visio, and Outlook