Seasonal Real-time Analyst

Education at Work • El Paso, TX

114d • $18 - $21

About The Position

As a Real-time Analyst you will be responsible for monitoring and managing real-time contact center adherence and performance to ensure that service level goals are consistently met while maintaining optimal staffing. This is a seasonal position with an expected end date of April 30, 2026, or sooner depending on the needs of the organization.

Requirements

• High School diploma.
• Actively enrolled in a technical degree program (preferred).
• Experience with Cisco, Thin Client, and Cloud based programs preferred.
• Experience with Microsoft Windows Server/Desktop.
• Excellent customer service skills.
• Strong interpersonal and organizational skills.
• Ability to multi-task and prioritize effectively.
• Proficient in troubleshooting and problem resolution.

Responsibilities

• Monitor real-time call volume and agent activity using WFM Software (e.g. Aspect, Wallboard).
• Make intraday adjustments to staffing to ensure adequate coverage during fluctuation.
• Communicate with leaders to provide real-time updates and recommendations for improving service level.
• Generate and distribute daily, weekly and monthly reports on performance metrics such as service level and Adherence.
• Collaborate with scheduling team to optimize employee schedules based on forecasted volume and business requirements.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees