Real Time Analyst
Core
Monitor agent queues, analyze call center performance data, and generate real-time and periodic reports to ensure operational efficiency and adherence to service metrics.
Role type
Real Time Operations Analyst (Call Center)
Builds
Performance dashboards, operational reports, and team rosters for call center operations
Domain
Contact Center Operations / Workforce Management
Deliverable
dashboards & analysis
Required skills
Data analysis, Real-time monitoring, Report generation, Call center metrics (SLA, ASA, AHT), Scheduling, MS-Office
Preferred skills
Payroll activity, ACD tools (Avaya CMS, Nortel, Genesys), Customer service
Technologies
Avaya CMS, Nortel, Genesys, MS-Office
Responsibilities
Monitor agent queues and adherence to schedule, Collect and analyze data at regular intervals, Generate weekly, monthly, intraday, and EOD reports, Standardize data collection mechanisms for historical trends, Prepare team rosters in advance
Seniority
Individual Contributor, operational level