Real Time Analyst

This is a fully remote position, open to applicants in Maine.

📋 Description

• Oversee and report on schedule compliance in real-time utilizing scheduling and time-tracking software along with ACD real-time displays.

• Collaborate closely with Operations to identify agents who are not adhering to schedules and guide them to the proper contact channel.

• Observe agent work behaviors and address instances where contact handle times or after-contact times exceed established thresholds.

• Track KPIs such as staffing levels and service standards to ensure that contractual obligations are fulfilled.

• Offer constructive feedback to the Workforce Management team and Operations.

• Provide real-time scheduling and contact flow assistance in a multi-client, multi-channel setting.

• Monitor and sustain real-time adherence through direct communication with agents to meet staffing goals.

• Supervise real-time contact volume across various queues and adjust in response to changes in staffing, wait times, and abandonment metrics.

• Generate regular reports for Operations to aid in business decision-making.

• Create routine reports for Workforce Management to assist in future staffing strategies.

• Coordinate with the RTA Manager and other RTAs to align on coverage, responsibilities, and reporting requirements.

• Support Operations in maintaining schedule adherence and contact time objectives.

• Adjust agent skill assignments as necessary.

• Produce on-demand and historical reports as required.

• Carry out additional duties as assigned.

⛳️ Requirements

• High School Diploma / GED.

• Minimum of 2 years of experience in contact center workforce management or operations support.

• Comprehensive knowledge of workforce management tools (such as Five9, Serenova, Shiftboard, Socrates, IEX/NICE, client systems, etc.).

• Intermediate proficiency with spreadsheets, including MS Excel and Google Sheets (capable of writing functions, filtering, and using pivot tables, etc.).

• Strong attention to detail and accuracy.

• Exceptional organizational and time-management abilities.

• Proven capability to multitask and monitor several queues or systems concurrently.

• Demonstrated analytical and problem-solving skills.

• Ability to work independently with minimal supervision.

• Strong computer skills and the ability to navigate various systems without assistance.

• Excellent written and verbal communication skills for effective interactions with colleagues.

• Strong dedication to delivering an outstanding customer experience.

• Capability to excel in a fast-paced, dynamic team environment.

• Process-oriented mindset with a focus on enhancing workforce management processes and effectiveness.

• Flexibility to work a varied schedule, including potential nights and weekends.

• Evening, weekend, and holiday hours may be required to address client needs.

🏝️ Benefits

• Full-time, 40-hour position with 8-hour shifts.

• Flexible scheduling options, including evenings, weekends, and holidays as necessary.