Real Time Analyst

Summary

As a Real-Time Analyst you will ensure the reliability and profitability of Client Services by monitoring and administering operational performance in the Client Service Center. You will use workforce management systems to optimize productivity across phone, chat, and other contact channels and manage intraday queue performance to meet service level goals. The role includes reporting, forecasting, schedule preparation, and real-time staffing adjustments.

Responsibilities

• Create advanced reporting and dashboards for leadership leveraging historical data and forecasts.
• Monitor intraday queue performance and schedule adherence; perform live queue management and staffing allocation.
• Prepare staff activity schedules to match forecasted call/chat volume and partner with managers for coaching and reskilling.
• Build and adjust forecasts (budgets, monthly estimates, KPIs) and project staffing using current trends and historical data.
• Provide weekly and monthly variance and performance data to stakeholders and assist with WFM technology integration.

Requirements

• 3+ years Contact Center experience in a multichannel environment.
• 1+ years Workforce Management experience using WFM software.
• Strong Excel and analytical skills (pivot tables, advanced spreadsheets) and reporting experience.
• Ability to multitask, prioritize under aggressive deadlines, work independently, and communicate effectively.
• Availability for weekends, evenings, and holidays.