Real Time Analyst
2 weeks ago
InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.
Responsibilities:
- Oversee call performance and manage real-time staffing to achieve staffing targets.
- Develop and monitor attendance and break schedules to optimize staffing levels.
- Collaborate with operations and the Client WFM team to refine processes and increase efficiency.
- Intraday forecasting and scheduling to ensure continuous workflow and meet profitability goals.
- Produce comprehensive reports on performance metrics and identify improvement opportunities.
- Act as a point of contact for WFM policies and an expert on workforce optimization issues.
What We Look for in a Candidate:
- 18 years or older
- 2 years of call center experience in a WorkForce Management Real Time Analyst or Traffic Support role. Experience with ACD or WFM software is highly desirable.
- Excellent analytical skills to interpret data and provide actionable insights.
- Strong communication skills to liaise with various departments and ensure adherence to standards.
- Ability to manage multiple projects, prioritize tasks, and work under pressure in a fast-paced environment.
- Previous experience in call center operations and WFM is highly preferred.
- High school diploma or GED; further education or equivalent experience in a relevant field is a plus.
- Flexibility to work within the hours of operation and on varying shifts.
- Demonstrated ability to work independently with minimal supervision and as part of a team.
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