Contact Point 360 - Lead - Real Time Analyst

Position : Lead Real-Time Analyst (RTA).

Department : Workforce Management.

Hierarchy : Mid-level Command.

Direct Supervisor : Workforce Coordinator.

- The Real-Time Analyst (RTA) is responsible for monitoring call center agents' performance and ensuring optimal staffing levels to meet service level agreements (SLAs) in real time.

- The RTA will provide timely and accurate data to maintain efficiency and productivity while balancing customer satisfaction.

- This role requires swift decision-making and constant communication with team leaders and other stakeholders.

Primary Responsibilities:

- Real-Time Management.

- Documentation and Monitoring.

- Forecasting and Analysis.

- Policies and Procedure Compliance.

Education:

- Preferred background in fields related to statistics, systems engineering, programming, data analytics, etc, or equivalent work experience.

- ExperienceProven experience in a call center environment, preferably in a real-time analyst or workforce management role.

- Strong understanding of workforce management concepts, including call volume forecasting, scheduling, and adherence.

- Proficiency in WFM tools and software (e. , NICE, Verint, IEX).

- Excellent analytical skills and attention to detail.

- Ability to work in a fast-paced environment and manage multiple priorities.

- Strong communication skills, with the ability to interact effectively with all levels of staff.

- Ability to make decisions quickly and handle pressure in a real-time environment.