Real Time Scheduling Analyst
About The Position
The Real Time Scheduling Analyst monitors and manages Contact Center performance in real time. The position monitors queues and ensures the appropriate number of agents are available to handle forecasted incoming call volume across queues and intervals. The analyst monitors critical business operations and performance indicators at the interval level. The schedule is Monday through Friday, 9:45 a.m. to 6:00 p.m., and every Saturday, 8:30 a.m. to 4:45 p.m., with one weekday (Tuesday through Friday) and Sundays off. A 5% shift differential applies after training is completed. The hybrid schedule consists of three days in the office and two days working from home. Regular and predictable onsite attendance is an essential job function. 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) and RingCentral CXOne.
Responsibilities
- Monitor current-day call queues and real-time Contact Center performance metrics.
- Adjust and allocate resources to meet changing demand and Contact Center goals.
- Administer contingency action plans when needed.
- Provide real-time updates and insights to management.
- Manage WFM mailboxes and the hotline, making timely skill changes and schedule updates to maintain accurate intraday projections.
- Collaborate with team leaders to optimize staffing and scheduling, including offline requests.
- Maintain accurate operational data records 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.
- May be eligible for discretionary bonuses.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
