Real-Time Analyst - Tracy Care Center

Summary

We are seeking a detail-oriented Real-Time Analyst to join the Customer Experience team to monitor inbound contact volumes, analyze trends, and provide actionable recommendations to optimize staffing and service performance. This role supports forecasting, scheduling, and real-time staffing decisions to ensure consistent, high-quality customer experiences. The analyst will partner across functions to drive capacity-planning solutions and support schedule adjustments.

Responsibilities

• Monitor real-time inbound traffic and recommend staffing adjustments based on call volume and absenteeism
• Analyze daily and historical reports to identify trends and staffing opportunities
• Conduct root cause analysis to improve forecasting and scheduling accuracy
• Support schedule changes and manage team member availability
• Partner cross-functionally to develop capacity-planning solutions that uphold service quality

Requirements

• 2+ years of experience in a real-time analyst or workforce management role, preferably across multi-location operations and time zones
• Proven ability to interpret data, identify trends, and communicate insights clearly to support quick decision-making
• Strong listening and interpersonal skills with the ability to convey complex concepts simply while maintaining confidentiality
• Proficiency with workforce management software (e.g., Teleopti, Verint) and project management tools (Excel, Monday.com, Google Suite)
• Ability to work a flexible schedule, including some weekends, evenings, and holidays