Analyst, Real Time Management
Core
Monitor intraday service levels and associate performance across global contact center sites to drive real-time staffing adjustments and operational changes.
Role type
Real-time analyst (Workforce Management)
Builds
Real-time staffing adjustments, routing profile changes, and operational updates for internal and outsourced teams. (via careerplan.io/jobs/R1739281-analyst-real-time-management-at-cnx)
Domain
Contact center operations / Workforce Management
Deliverable
dashboards & analysis
Required skills
MS Excel, Workforce Management tools (IEX, Avaya, InContact, Oracle ACD), KPI analysis, real-time communication, multi-channel support (Voice/Chat/Email/SMS)
Preferred skills
ACD platform knowledge, financial impact analysis of WFM decisions
Responsibilities
Monitor service levels and associate performance in real-time, drive staffing impacts vs. goals, communicate contact pattern changes to operations, update routing profiles, process time-off requests, generate performance reports
Seniority
Mid-level, hands-on IC
