Real Time Analyst

Job Summary

A company is looking for a Real Time Analyst - WFM.

Key Responsibilities

• Manage call center traffic to ensure compliance with service level agreements
• Provide real-time and historical call center data to management and assist with staffing and scheduling
• Establish and maintain reporting procedures for call center metrics and participate in performance improvement activities

Required Qualifications

• Current experience in a call center supporting multiple locations, including ACD and offline work
• Healthcare staffing experience preferred but not required
• High School Diploma or equivalent, with a minimum of 2 years' experience in a call center environment
• Knowledgeable in CXOne and IEX Workforce Management systems
• Proficiency in standard staffing practices and SLA management for call centers