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Real-Time Operations Analyst

2 months ago

San Antonio Texas, United States OneTouch Direct Full time
About the Role

OneTouch Direct is a leading provider of contact center solutions, serving Fortune 500 companies with innovative products and exceptional service. We're seeking a skilled Real-Time Operations Analyst to join our team in San Antonio.

Key Responsibilities
  • Monitor and manage real-time performance metrics to ensure optimal workforce utilization.
  • Identify trends and issues impacting service levels and adjust staffing levels and schedules accordingly.
  • Manage real-time adherence to schedules and handle exceptions to maintain operational efficiency.
  • Collaborate with team leaders and managers to optimize workforce efficiency and provide recommendations for process improvements.
Requirements
  • Prior experience as a Real-Time Analyst in a call center environment.
  • Proficiency in workforce management software and tools.
  • Strong analytical and problem-solving skills, with excellent communication and interpersonal skills.
  • Ability to multitask and prioritize effectively, with a high level of accuracy and attention to detail.
  • Flexibility to work in a 24/7 operation and knowledge of call center operations and performance metrics.
What We Offer
  • Full-time hours with a 40-hour per week schedule.
  • A supportive environment with classroom training and ongoing support for your success.
  • A great workplace with daily and weekly incentives to create a fun, competitive, and rewarding environment.
  • Benefits, including a health care plan (medical, dental, and vision).
  • Growth opportunities for professional advancement as we continue to grow.
  • A diverse and welcoming culture with employee resource groups.