Real-Time Analyst

1 week ago

Fort Lauderdale, United States Insite Managed Solutions Full time
Job DescriptionJob Description

*Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Type: Full-time, In-Office 1510 SE 17th St 4th floor, Fort Lauderdale, Florida 33316

Benefits: 401k, PTO, and benefits (health, vision, short/long term disability, and more) eligibility within 1 month of start date

POSITION OBJECTIVE

The Real-Time Analyst position is responsible for performing a full range of activities that will positively impact the program through real-time management of resources to maximize efficiency and occupancy. In this role, you will manage real-time and/or intraday resources to ensure the correct number of agents are in their seats at the right times to answer an accurately forecasted volume of incoming calls at the desired service level. You will monitor and respond to Real-Time Adherence (RTA), queue activity, and service levels. The Real-Time Analyst analyzes intraday and historical performance to respond/plan appropriately to achieve operational service goals. This role administers volume contingency action plans deemed necessary and appropriate, keys daily exception requests, updates schedules, and responds to escalated issues and ad-hoc requests within established turnaround times.

CRITICAL SUCCESS BEHAVIORS

• Understand the fundamentals of Microsoft Office (Excel, Word, Outlook)
• Perform and interacts with a positive mindset with internal staff and leadership
• Manage own performance with minimal supervision
• Curious with a strong desire to understand a problem and work it to a viable solution
• Passionate about continuous improvement, always actively seeking out practical solutions to challenging business problems
• Communicates verbally, written, and remotely at a high level

QUALIFICATIONS

The ideal candidate must possess:

• A minimum of 3 years of experience in a contact center
• Strong analytical and organizational skills
• Availability to work Monday - Sunday 8 am - 11 pm EST

The ideal candidate would typically have:

• A minimum of 2-year Workforce RTA/Scheduling Experience
• Experience with ACD WFM systems like NICE CXone, NICE IEX, Genesys, Five9, OR Calabrio
• Intermediate knowledge of call center management and all related calculations

Equal Opportunity Employer M/F/D/V

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