Shift Lead - Real Time Analyst
Core
Oversees on-shift performance management of Call Center Agents and monitors sample throughput across automated dialer systems to ensure research calling campaigns meet production targets.
Role type
Shift Lead - Real Time Analyst
Builds
Daily and project-based production targets for research calling campaigns
Domain
Market Research / Call Center Operations
Required skills
Bilingual fluency in English and Spanish, Automated dialer environment experience, Real-time performance monitoring, Dynamic agent reassignment, Real-time coaching, Data synthesis for strategic recommendations
Preferred skills
2+ years in call center/customer service/market research, Advanced Excel/Google Sheets skills
Technologies
Automated dialer systems, Windows, Google Workspace, Microsoft Office
Responsibilities
Monitor on-shift performance and balance agent productivity with service levels, Dynamically reassign agents across queues based on live demand, Engage with agents via chat and voice to maintain morale, Deliver real-time coaching and feedback, Create and maintain seating and assignment charts, Prepare pre-shift briefings and End-of-Day production reports, Execute CATI administrative tasks including callback setup and data verification, Synthesize shift performance data for leadership
Seniority
Mid-level operational lead