Real Time Analyst

Come and work with us.

We are looking for a talented and accomplished Real Time Analyst to be responsible for the intraday management of resources, to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls, at the desired service level for our clients.

As a Real-Time Analyst in this project, your daily responsibilities will include:

• Monitoring site to ensure optimal staffing levels
• Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data
• Keys daily exception requests, updates schedules and responds to escalated issues and ad-hoc requests
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the ...