Support efficient contact center operations as a Real-Time Analyst. Focus on proactive monitoring and management of call and chat traffic to optimize service delivery.
This role is vital for ensuring adherence to service level agreements through effective intraday management. You will analyze performance data and adjust resources accordingly to enhance customer experiences. Strong communication skills will be essential for collaborating across teams and optimizing workforce strategies.
Key Responsibilities:
• Analyze and monitor real-time call and chat metrics
• Implement staffing changes to meet demand swiftly
• Communicate operational updates with teams daily
• Identify performance trends and operational gaps
• Manage maintenance of WFM software inbox communications
Requirements:
• 3 years of experience in contact centers
• 2 years in workforce management or related fields
• Basic skills in MS Office Suite
• Knowledge of NICE or similar WFM softwar...