Real Time Analyst

About the Job

We’re looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.

Responsibilities

• Evaluate large amounts of data.
• Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members.
• Adjust staffing and scheduling according to changing needs of the business.
• Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients.
• Monitor schedules and escalates issues regarding attendance adherence.
• Work with team members to ensure they know their statistics related to the schedule.

Qualifications

• High s...