Real Time Analyst

Community Choice Credit Union•Warren, MI

75d•Hybrid

About The Position

As the central command for intraday performance, you’ll monitor live conditions, adjust staffing, and communicate critical updates to ensure our members receive timely, exceptional service across phone, chat, and digital channels. This is the perfect opportunity for someone with strong analytical skills, a keen eye for detail, and the ability to stay cool under pressure.

Requirements

Associate or Bachelor’s degree in Business, Finance, Operations, or related field preferred.
2+ years of contact center experience, ideally in workforce management or operations support.
Experience with workforce management platforms such as NICE, Verint, or Calabrio.
Strong Excel and reporting skills.
Familiarity with telephony systems (e.g., Five9, Genesys, Avaya).
Solid understanding of ACD metrics, service levels, and staffing models.
Excellent communication and stakeholder management.
Analytical mindset with attention to detail.
Ability to multitask in a high-pressure environment.
Adaptability when conditions shift.

Responsibilities

Monitor real-time call, chat, and email queues to keep service levels, ASA, and occupancy goals on track.
Adjust schedules, breaks, or queue assignments to respond quickly to spikes in volume or staffing gaps.
Ensure team members are following schedules and escalate significant deviations as needed.
Review intraday data, publish dashboards and hourly reports, and recommend adjustments to forecasts or staffing plans.
Act as the bridge between workforce planning, operations, and leadership during the day.
Be the first line of response during outages, spikes, or system issues by activating protocols and supporting recovery efforts.