Contact Point 360
13 hours ago
Position : Lead Real-Time Analyst (RTA).
Department : Workforce Management.
Hierarchy : Mid-level Command.
Direct Supervisor : Workforce Coordinator.
- The Real-Time Analyst (RTA) is responsible for monitoring call center agents' performance and ensuring optimal staffing levels to meet service level agreements (SLAs) in real time.
- The RTA will provide timely and accurate data to maintain efficiency and productivity while balancing customer satisfaction.
- This role requires swift decision-making and constant communication with team leaders and other stakeholders.
Primary Responsibilities:
- Real-Time Management.
- Documentation and Monitoring.
- Forecasting and Analysis.
- Policies and Procedure Compliance.
Education:
- Preferred background in fields related to statistics, systems engineering, programming, data analytics, etc, or equivalent work experience.
- ExperienceProven experience in a call center environment, preferably in a real-time analyst or workforce management role.
- Strong understanding of workforce management concepts, including call volume forecasting, scheduling, and adherence.
- Proficiency in WFM tools and software (e. , NICE, Verint, IEX).
- Excellent analytical skills and attention to detail.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Strong communication skills, with the ability to interact effectively with all levels of staff.
- Ability to make decisions quickly and handle pressure in a real-time environment.
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