Analyst- Real Time Management
Core
Real-time monitoring and workforce management for global inbound/outbound call centers to ensure service levels and system stability.
Role type
Real-time Analyst (Workforce Management)
Builds
Call center operations and service level performance
Domain
Business Process Outsourcing (BPO) / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Workforce Management (WFM) tools, Automatic Call Distribution (ACD) platforms, queue management, statistical analysis, incident escalation, resource allocation
Preferred skills
Financial impact analysis, multi-skill routing concepts, offshore helpdesk support
Technologies
Aspect/IEX WFM, InContact, Oracle ACD, Microsoft Office
Responsibilities
Troubleshoot Tier 1/2 escalations and system routing issues, monitor call volume and labor resources in real-time, analyze statistical data to reforecast staffing, manage queue settings and DNIS priority, document incidents and notify stakeholders, review time-off requests, monitor service levels 24/7/365
Seniority
Mid-level, hands-on IC