Real Time Analyst

Job Summary

A company is looking for a Real Time Analyst responsible for monitoring real-time call volume and staffing in a remote environment.

Key Responsibilities

• Monitors queue real-time
• Analyzes and balances real-time staffing levels with call volumes and production issues
• Conducts real-time analysis to ensure employee schedule adherence and manages off-line exceptions

Required Qualifications, Training, and Education

• Bachelor's/College Degree preferred; High School Diploma/GED required
• At least 1 year of experience in a BPO/Call Center environment
• Proficient in Microsoft Excel and other related software applications
• Broad knowledge of contact center and customer service operations
• Integrity, customer focus, and teamwork skills are essential