Contact Point 360 - Lead - Real Time Analyst

• Position : Lead Real-Time Analyst (RTA).
• Department : Workforce Management.
• Hierarchy : Mid-level Command.
• Direct Supervisor : Workforce Coordinator.

• The Real-Time Analyst (RTA) is responsible for monitoring call center agents' performance and ensuring optimal staffing levels to meet service level agreements (SLAs) in real time.
• The RTA will provide timely and accurate data to maintain efficiency and productivity while balancing customer satisfaction.
• This role requires swift decision-making and constant communication with team leaders and other stakeholders.

Primary Responsibilities:

• Real-Time Management.
• Documentation and Monitoring.
• Forecasting and Analysis.
• Policies and Procedure Compliance.

Education:

• Preferred background in fields related to statistics, systems engineering, programming, data analytics, etc, or equivalent work experience.
• ExperienceProven experience in a call center environment, preferably in a real-time analyst or workforce management role.
• Strong understanding of workforce management concepts, including call volume forecasting, scheduling, and adherence.
• Proficiency in WFM tools and software (e. , NICE, Verint, IEX).
• Excellent analytical skills and attention to detail.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong communication skills, with the ability to interact effectively with all levels of staff.
• Ability to make decisions quickly and handle pressure in a real-time environment.