Real-Time Analyst

The Ritz-Carlton Yacht Collection•Fort Lauderdale, FL

1d•Onsite

About The Position

The Real Time Analyst serves as a critical link in our Workforce Management team, monitoring live performance metrics to ensure seamless service delivery. By leveraging real-time data and agile decision-making, you will optimize workforce utilization and drive immediate improvements in operational efficiency and service standards.

Requirements

Bachelor’s degree in Business Administration, Statistics, Data Science, or a related field preferred; equivalent work experience may be considered
2+ years of experience in a real-time analysis or workforce management role, preferably in a call center or customer service environment
Strong analytical and problem-solving skills with the ability to make data-driven decisions quickly
Proficiency in workforce management software and tools (e.g., Peopleware (Injixo, Verint, NICE, or similar))
Excellent communication skills with the ability to interact effectively with various stakeholders
Ability to work under pressure and adapt to changing priorities in a fast-paced environment
Intermediate to advanced skills using Microsoft Excel (i.e. advanced formulas, pivot tables)

Responsibilities

Monitor and analyze real-time operational data to ensure adherence to service levels and performance targets.
Track call volumes, agent availability, and other key metrics to proactively address any deviations from the forecast.
Identify and resolve any issues that may impact service levels or operational efficiency.
Collaborate with leadership to address staffing shortages, unexpected absences, or other real-time challenges.
Generate real-time performance reports and dashboards to provide insights into operational trends and issues.
Analyze real-time data to identify patterns and recommend improvements for workforce management.
Act as the primary point of contact for real-time operational issues, coordinating with various departments to ensure timely resolution.
Communicate effectively with frontline staff and management to convey real-time performance metrics and action plans.
Provide input on real-time data to assist in forecasting and scheduling processes.
Support the workforce planning team with historical and real-time data to improve future forecasts and schedules.