Real Time Analyst (Pooling)
Core
Real-time monitoring, skilling, and queue management for a contact center supporting RingCentral's cloud communications platform.
Role type
Senior Workforce Management Analyst (Real-Time)
Builds
Contact center operations and service delivery for RingCentral
Domain
Telecommunications / Cloud Communications / Workforce Management
Deliverable
Dashboards & analysis
Required skills
Intraday management, Root cause analysis, Contingency mitigation, Crisis liaison, Real-time logistics, Workforce scheduling, Forecasting, ACD systems, Microsoft Excel (VBA and Macros)
Preferred skills
Experience with Verint, Calabrio, Aspect eWFM, NICE IEX, RingWEM
Responsibilities
Monitor real-time metrics and manage queues, Analyze trends to provide analytical recommendations, Handle agent adherence and shrinkage planning, Act as POC for system outages, Plan seat capacity and address phone requirements
Seniority
Mid-Senior, hands-on IC
