Call Center Workforce Real Time Analyst
About The Position
Join our vibrant team at OneTouch Direct as a Call Center Workforce Real-Time Analyst, where your quick thinking and analytical skills will make a real impact! We are a leading provider of contact center solutions, and we pride ourselves on delivering exceptional service in a collaborative environment. In this role, you will be responsible for monitoring real-time metrics, making data-driven decisions, and ensuring our operations align with service level goals. You will work closely with call center supervisors and team leaders to optimize staffing and enhance overall performance.
Requirements
- Minimum of 2 years of experience in a real-time analyst role in a call center environment.
- Strong analytical skills with the ability to interpret and utilize data effectively.
- Experience with workforce management tools and scheduling systems.
- Excellent communication skills for effective collaboration.
- A proactive approach to problem-solving and troubleshooting.
- Ability to multitask and thrive in a fast-paced environment.
- Familiarity with call center operations and performance metrics.
- Flexibility to adapt to changing priorities and support 24/7 operations.
Responsibilities
- Monitor call volume and agent activity in real-time to ensure appropriate staffing levels.
- Analyze performance metrics and adjust schedules as necessary to meet service level agreements.
- Identify trends and communicate insights to management and stakeholders.
- Collaborate with team leaders to develop action plans for performance improvements.
- Provide immediate support for any workforce-related issues that may arise during operational hours.
- Utilize workforce management software to assist in forecasting and planning.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Opportunity for professional advancement as we grow!
- Diverse, welcoming culture with Employee Resource Groups
- Supportive Environment: Classroom training, plus ongoing support for your success!
- Great workplace: Daily and weekly incentives to create a fun, competitive, and rewarding environment!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
