Temporary Real Time Analyst

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

📋 Description

• Accountable for overseeing and reporting 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 redirect them accordingly.

• Observe agent behaviors in real-time to ensure compliance.

• Monitor statistics across various KPIs, including staffing and service levels.

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

• Adjust agent skill associations or deliver historical reports as necessary.

⛳️ Requirements

• High School Diploma or GED.

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

• Profound knowledge of workforce management tools such as Five9, Serenova, Shiftboard, Socrates, IEX/NICE, and client systems.

• Intermediate proficiency in spreadsheet applications (MS Excel, Google Sheets—e.g., writing formulas, filtering, pivot tables, etc.).

• Strong attention to detail and accuracy.

• Exceptional organizational and time-management abilities.

• Proven capability to multitask and monitor various queues or systems simultaneously.

• Demonstrated analytical and problem-solving skills.

• Ability to operate with minimal supervision.

• Excellent computer proficiency and the ability to navigate multiple systems independently.

• Strong written and verbal communication skills for effective interaction with colleagues.

• A strong commitment to delivering an outstanding customer experience, along with a high level of dedication, enthusiasm, accountability, and self-motivation.

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

• A keen desire to establish best practices within the team to support the mutual success of team members as both the team and organization expand.

• Must possess a process-oriented mindset, consistently focusing on enhancing workforce management processes and effectiveness.

• Availability to work a flexible schedule, including potential nights and weekends.

🏝️ Benefits

• NexRep is committed to providing equal employment opportunities to all employees and applicants.

• Discrimination and harassment of any form are strictly prohibited.