Real Time Analyst
New
USFull-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 1–3 years
- Required Skills
- Microsoft ExcelReportingData entry
Requirements
- 1–3 years of experience in a contact center or workforce operations environment
- Exposure to workforce management, scheduling, or real-time monitoring
- Basic to intermediate Excel skills (data entry, formulas, reporting)
- Familiarity with tools such as Paycom, Twilio, or similar systems
- Strong written and verbal communication skills
- Ability to multitask and prioritize in a fast-paced environment
- Attention to detail and commitment to accuracy
- Ability to adapt to real-time operational changes
- Team-oriented mindset and collaboration skills
Responsibilities
- Monitor call, chat, and queue activity in real time to ensure service level targets are met
- Support schedule adjustments such as breaks, lunches, shift changes, and intraday updates
- Track agent adherence, attendance, and schedule compliance
- Update workforce schedules to reflect time-off requests, absences, and changes
- Respond to schedule-related inquiries from employees and managers
- Maintain accurate timekeeping records and process adjustments
- Support reporting on service levels, adherence, and workforce trends
- Coordinate schedule updates for meetings, training, and operational events
- Maintain detailed documentation of intraday activity
- Assist leadership during high-volume periods
View Full Description & ApplyYou'll be redirected to the employer's site
