Real Time Analyst

We are looking for a Real Time Analyst to support contact center performance through active monitoring, timely adjustments, and data-driven decision-making. This contract to permanent position is ideal for someone who can balance service level goals, staffing demands, and operational priorities in a fast-paced environment. The role will work closely with workforce management and leadership teams to identify trends, respond to changing call volume, and help maintain an efficient customer service operation.
Responsibilities: • Monitor real-time contact center activity to track staffing levels, queue performance, and service delivery throughout the day. • Evaluate call volume patterns and agent availability, then recommend schedule or workload adjustments to improve operational efficiency. • Use workforce management and monitoring platforms such as Five9 and Verint to identify issues and support daily performance targets. • Communicate intraday updates, risks, and performance concerns to leadership and relevant support teams in a clear and timely manner. • Analyze performance data and prepare reports that help stakeholders understand trends related to service levels, productivity, and resource utilization. • Coordinate with supervisors and operations teams to address unexpected changes in demand, attendance, or system-related disruptions. • Maintain accurate records in ticketing and management systems while following established contact center processes. • Support continuous improvement efforts by identifying optimization opportunities within real-time operations and workforce planning activities.

Qualifications:

• Experience working in a contact center, customer service environment, or workforce management function.
• Proficiency with Microsoft Excel, Word, Outlook, and other Microsoft Office applications.
• Familiarity with real-time monitoring tools and workforce management systems, including platforms such as Five9 or Verint.
• Strong analytical ability with the skill to interpret operational data and make sound recommendations quickly.
• Ability to manage competing priorities and respond effectively in a fast-moving call center setting.
• Understanding of service level metrics, staffing concepts, and day-of-operation performance management.
• Experience using ticketing systems and maintaining accurate operational documentation.
• Clear written and verbal communication skills with the ability to collaborate across teams and leadership groups.

Compensation

$20.00-$31.25 Hourly

About Us

TalentMatch^®

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