Real Time Analyst

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

📋 Description

• Oversee call, chat, and queue activities throughout the day to assess performance against service level objectives.

• Aid in making real-time schedule modifications (e.g., breaks, lunches, shift adjustments) as directed by management.

• Monitor agent adherence and attendance, pinpointing discrepancies and escalating issues when necessary.

• Revise schedules promptly and accurately to incorporate time-off requests, absences, and sanctioned changes.

• Address inquiries from employees and managers concerning schedules, attendance, and workforce procedures via email and internal messaging platforms (e.g., Teams).

• Assist in organizing team meetings, training sessions, and events by updating schedules and notifying of changes.

• Keep precise records of intraday occurrences, schedule modifications, and attendance activities.

• Help with basic reporting on service levels, adherence, and attendance trends utilizing predefined templates.

• Examine and process timecards and entries in Paycom, ensuring precision and escalating discrepancies when required.

• Adhere to established workforce management protocols and guidelines to ensure consistent operations.

• Provide assistance during peak periods or special projects as instructed by leadership.

⛳️ Requirements

• 1–3 years of experience in a contact center or a comparable operational setting is preferred.

• Familiarity with workforce management, scheduling, or real-time monitoring is advantageous.

• Exceptional attention to detail and the capability to adhere to established protocols.

• Basic to intermediate proficiency in Excel (e.g., data entry, simple formulas, formatting).

• Comfortable using systems such as Paycom, Twilio, or similar tools (or the ability to learn rapidly).

• Strong written and verbal communication abilities.

• Capacity to multitask and maintain organization in a dynamic, real-time environment.

🏝️ Benefits

• Work from Home

• Generous PTO Package

• Bonus and Incentive Plans

• Medical, Dental, and Vision Insurance Including Optional HSA

• Gym Membership Contributions and Healthy Actions incentive (sponsored by Cigna)

• Employee Assistance Program

• Short-term/Long Term disability Plan

• Employer sponsored Life Insurance

• Employer-Matched 401(k)

• Familiarization Trips (Get paid to experience our vacations!)

• Employee and Family/Friend Travel Discounts

• Corporate Discounts through Working Advantage

• Employee Referral Bonus

• Cross-Departmental and Advanced Training Opportunities

• Anniversary, Birthday, and Recognition Perks

• Years of Service Awards

• Annual Reimbursements for Home Office (office expenses, phone, internet)