Real-Time Analyst

Posted yesterday

virtual vocationsDenver (CO)

Command and Control Center SpecialistsTelemarketing Bureaus and Other Contact Centers

SENIORITY

Junior

About the role

Monitoring real-time schedule adherence in a fully remote environment, the full-time Real-Time Analyst will utilize scheduling software and ACD displays to ensure operational efficiency and compliance with service level agreements. Key responsibilities Provide real-time scheduling and contact flow support in a multi-client/multi-channel environment Monitor agent adherence and contact volume, responding to changes in staffing and wait times Generate regular reports for Operations and Workforce Management to inform business decisions and future staffing plans Required qualifications High School Diploma / GED At least 2 years of experience in contact center workforce management or operations support Strong knowledge of workforce management tools such as Five9, Serenova, and IEX/NICE Intermediate proficiency in spreadsheets, including MS Excel and Google Sheets Ability to work a flexible schedule, including evenings and weekends as needed

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