Real Time Analyst I

The Real Time Analyst is responsible for the execution of real-time monitoring and management of queues, skill sets, and agents. Leveraging previous real-time workforce management (RTM) experience, the Real Time Analyst will focus on applying their knowledge to drive operational efficiency, adjust resources in response to real-time trends, and support the achievement of business objectives. This position requires a deep understanding of call center metrics, scheduling software, and effective communication to resolve real-time operational challenges. Real-Time Monitoring & Adjustments: Utilize previous RTM experience to monitor queues and skill sets, making real-time adjustments to call, email, and chat allocations based on ongoing trends and call center needs. Downtime & Telephony Management: Proactively identify and resolve downtime or telephony issues in collaboration with NOC, Operations, and Remote Centers. Backlog Management: Adjust resources based on backlog and real-time trends to maintain service level goals. Agent Adherence: Ensure agents adhere to their schedules using real-time tools and systems. Manage any schedule changes as needed. Performance Updates: Provide regular performance updates and reports, analyzing key metrics such as AHT, ACW, Schedule Adherence, and service levels, among others. Collaboration: Work with internal teams to resolve issues and streamline real-time workforce processes.