Analyst, Realtime
Core
Manages intraday queue management and re-forecasting for a US contact center, overseeing inbound calls, chat, email, and outbound telemarketing operations.
Role type
Real-time Workforce Management Analyst
Builds
Contact center service levels and staffing schedules
Domain
Contact Center Operations / Workforce Management
Deliverable
dashboards & analysis
Required skills
Real-time metrics analysis, Forecast variance management, Staffing requirement calculation, Schedule adjustment, Agent adherence monitoring, Business continuity planning, Report generation, Database querying
Preferred skills
Contact Centre Management experience, Workforce Management experience, Aspect platform experience, Five9 platform experience, Contact center technology knowledge
Technologies
MS Office (Excel, Word), Google Cloud Platform (Sheets, Slides), Aspect, Five9, Smartsheet
Responsibilities
Monitor calls, chats, and email contacts; Analyze real-time metrics (Service Level, AHT, Occupancy, Forecast); Approve offline activity requests; Update daily schedules based on absences and coaching; Reforecast intraday staffing needs; Coordinate real-time staffing activities; Identify and recommend staffing deviations; Monitor agent adherence and phone states; Support Business Continuity Plans; Generate daily/weekly/monthly reports; Support new initiative implementation.
Seniority
Mid-level, hands-on IC