Job Description

The objective of this position is to have the right number of resources available to manage incoming and outgoing customer phone volumes. The real-time analyst is accountable for ensuring people are following their published schedules. This is an entry-level position on the Workforce Management Team.\nRequirements\nExperience in workforce departments.\nIntermediate English level.\nExcel knowledge.\nProactive.\nTeam player.\nResponsibilities:\nMonitor real-time call volume and agent availability to ensure adherence to schedules, service level agreements (SLAs), and key performance indicators (KPIs).\nAdjust intraday forecasts based on actual volume and staffing levels to optimize resource allocation and operational efficiency.\nCoordinate with the Scheduler/Planner to implement schedule adjustments, including break and lunch timings, to meet unexpected demand.\nAnalyze real-time contact center performance data to identify trends, anomalies, or issues affecting customer service delivery.\nCommunicate with operational teams and supervisors to relay real-time insights and recommend immediate actions to address service level risks. Coordinate with various departments on issues impacting production.\nImplement and manage real-time escalation processes to address high volume or crises, ensuring minimal impact on service quality.\nFacilitate real-time training and coaching opportunities by identifying skill gaps or performance issues as they occur.\nDocument and report on incident resolutions, including the impact of real-time decisions on daily service level achievements and operational costs.\nBenefits\nCompetitive weekly salary\nLife Insurance\nLegal benefits\nChristmas bonus \nSavings fund \nProfit sharing (PTU) \nVacation days \nVacation premium \nExtra paid days off \nPrivate medical insurance and preventative care \nGrowth opportunities",