Analyst, Realtime

Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.

POSITION SUMMARY:

The real-time analyst is responsible for intraday queue management and re-forecasting for the US contact center, This includes managing inbound calls, chat, and email platforms, as well as outbound telemarketing. The analyst will report and explain key metrics for service level, AHT, occupancy, forecast, and absenteeism.

KEY RESPONSIBILITIES

1. Monitors calls, chats, and email contacts from customers.

2. Conducts real-time analysis of all metrics for multiple lines

of business - Forecast Variances, Service Level targets, AHT target variances, O...