Real Time Scheduling Analyst
About The Position
The Real Time Analyst monitors and manages contact center performance in real time. The role monitors queues and ensures the appropriate number of agents are available to handle forecasted incoming call volumes across queues and intervals. It is accountable for monitoring critical business operations and performance indicators at the interval level. The position offers a hybrid schedule with three days in the office and two days working from home. The schedule is Monday through Friday, 9:45 AM–6:00 PM, and every Saturday, 8:30 AM–4:45 PM, with one weekday (Tuesday through Friday) and Sundays off. A 5% shift differential applies after training is completed. Regular and predictable onsite attendance is an essential function of the job. Reasonable accommodations may be made to enable individuals to perform the essential duties.
Requirements
- At least 2 years of experience in a contact center or workforce management environment.
- Strong analytical, technical, and problem-solving skills.
- Excellent interpersonal, written, and verbal communication skills.
- Strong multitasking ability and a good sense of urgency.
- Detail-oriented and team-oriented.
- Working knowledge of standard computer software, including MS Office (Word, Excel, and Outlook).
Nice To Haves
- Experience with Nice WFM (IEX).
- Experience with RingCentral CXOne.
Responsibilities
- Monitor current-day call queues and real-time contact center performance metrics.
- Adjust and allocate resources to meet fluctuating demand and contact center goals.
- Administer contingency action plans when necessary.
- Provide real-time updates and insights to management.
- Manage WFM mailboxes and the hotline to make timely skill changes and schedule updates that reflect accurate intraday projections.
- Collaborate with team leaders to optimize staffing and scheduling, including offline requests.
- Maintain accurate records of operational data and prepare daily reports.
- Perform additional tasks and project-related work as business needs dictate.
Benefits
- 401(k) with employer match up to 8% and additional service-based contributions.
- Health insurance.
- Dental insurance.
- Vision insurance.
- Life and disability coverage.
- Generous paid time off.
- Paid sick leave.
- Paid parental leave, in addition to state-mandated leave.
- Employees may be eligible for discretionary bonuses.
- 5% shift differential after training is completed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
