Real-Time Analyst

Summary

The Workforce Optimization Real-Time Analyst monitors inbound contact volumes and analyzes trends to help optimize staffing and maintain service standards. This role provides actionable recommendations to support a seamless customer experience.

Responsibilities

• Monitor real-time inbound traffic and recommend staffing adjustments based on call volume, absenteeism, and other variables.
• Use daily and historical reports to identify call volume and staffing trends.
• Conduct root cause analysis to improve forecasting and scheduling outcomes.
• Partner cross-functionally on capacity-planning solutions.
• Support schedule changes and manage team member availability.

Requirements

• At least 2 years of experience in a real-time analyst or workforce management role, preferably in multi-location operations and across time zones.
• Strong listening, customer service, communication, and data interpretation skills.
• Proficiency with workforce management software such as Teleopti or Verint.
• Experience with project management tools such as Excel, Monday.com, or Google Suite.
• Ability to work a flexible schedule, including some weekends, evenings, and holidays.