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: โข Monitor real-time contact center activity to track staffing levels, queue performance, and service delivery throughout the day. โข Evaluate call volume patterns and agent availability, then recommend schedule or workload adjustments to improve operational efficiency. โข Use workforce management and monitoring platforms such as Five9 and Verint to identify issues and support daily performance targets. โข Communicate intraday updates, risks, and performance concerns to leadership and relevant support teams in a clear and timely manner. โข Analyze performance data and prepare reports that help stakeholders understand trends related to service levels, productivity, and resource utilization. โข Coordinate with supervisors and operations teams to address unexpected changes in demand, attendance, or system-related disruptions. โข Maintain accurate records in ticketing and management systems while following established contact center processes. โข Support continuous improvement efforts by identifying optimization opportunities within real-time operations and workforce planning activities.