Customer Service Real-time Analyst
J
JobgetherHealthcare
Based in the United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Minimum of 5 years
- Required Skills
- Data AnalysisMicrosoft ExcelPowerPoint
Requirements
- Minimum of 5 years of experience in workforce management, contact center operations, or a related analytical role.
- Advanced knowledge of workforce management concepts, including forecasting, scheduling, adherence, shrinkage, service levels, queue routing, and intraday performance management.
- Strong proficiency in Microsoft Excel and PowerPoint, with experience creating dashboards and leadership presentations.
- Experience using workforce management and contact center platforms such as NICE CXone, Verint, Aspect, Avaya, Genesys, or similar.
- Ability to use AI-powered analytics and automation tools effectively and responsibly.
- Strong problem-solving, communication, and influencing skills.
- Ability to analyze complex operational data and translate findings into clear recommendations.
- High school diploma or equivalent required.
- Associate degree in Business Analytics or a related discipline is preferred.
- Workforce management certifications such as Certified Workforce Planning Professional (CWPP) or Project Management Professional (PMP) are a plus.
- Strong adaptability and commitment to continuous improvement.
Responsibilities
- Monitor real-time contact center performance metrics, including service levels, average handle time, average speed of answer, occupancy, abandonment, backlog, and schedule adherence.
- Identify emerging performance risks through data analysis and AI-supported insights, prioritizing actions that protect customer experience and operational stability.
- Execute intraday workforce adjustments related to staffing changes, demand fluctuations, absenteeism, outages, and unexpected operational challenges.
- Analyze workforce capacity, skill alignment, and queue requirements to recommend effective resource allocation strategies.
- Conduct root-cause analysis to identify drivers behind performance gaps and collaborate with cross-functional teams on sustainable solutions.
- Create dashboards, reports, and executive updates that communicate performance trends, risks, actions taken, and recovery plans.
- Support continuous improvement initiatives by documenting operational decisions, analyzing outcomes, and improving workforce processes.
- Partner with operations, technology, training, and workforce management teams to enhance service delivery and scalability.
- Leverage AI-enabled analytics and automation tools responsibly to improve reporting efficiency, anomaly detection, and decision-making quality.
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