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Real Time Analyst

July 1, 2026

Monitor real-time agent activity and queue performance identifying and addressing immediate issues impacting service levels Analyze intraday trends and forecast deviations from planned staffing levels proactively recommending adjustments to meet service goals Generate and distribute real-time and historical performance reports providing actionable insights for operational improvements Manage and optimize agent schedules including real-time adherence monitoring and break lunch management to ensure efficiency A Bachelor's degree in a relevant field such as business administration, statistics, or a related discipline is preferred.Candidates should have at least 2-3 years of experience in a contact center environment, with a focus on workforce management or real-time analysis.Strong proficiency in workforce management software (e.g., Aspect, Verint, Avaya WFM) and related tools is essential.Demonstrated ability to analyze data, identify trends, and make data-driven recommendations to improve performance.

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