Real Time Scheduling Analyst

The Real Time Analyst position plays a crucial role in monitoring and managing the performance of the Contact Center in real-time. This role is responsible for real-time monitoring of queues, ensuring the correct number of agents are available to answer forecasted volume of incoming calls across all queues and intervals within the contact center environment. They will be accountable for monitoring critical business operations and performance indicators at an interval level in real-time. Hybrid schedule available with 3 days in office and 2 days work from home.

Schedule: Monday-Friday (9:45AM - 6PM) and every Saturday (8:30AM- 4:45PM)

• One weekday (Tuesday-Friday) and Sundays off
• Includes a 5% shift differential once training is completed

Essential Duties and Responsibilities: Essential functions of this job are listed below in order of priority. Reasonable accommodations may be made to enable individuals to perform the essential duties. Regular and predictable onsite attendance is an essential function of the job.

• Monitor current day call queues and real-time performance metrics of the contact center.  
• Adjust and allocate resources to meet fluctuating demands and ensure that contact center goals are met.
• Administer contingency action plans when deemed necessary. 
• Provide real-time updates and insights to management.
• Manage WFM mailboxes and hotline to make timely skill changes and schedule updates to reflect accurate intraday projections.
• Collaborate with team leaders to optimize staffing and scheduling, including offline requests.
• Maintain accurate records of operational data and prepare daily reports.
• Perform additional tasks and project-related work as business needs dictate.

Required Qualifications: Knowledge, skills & abilities, experience, minimum & desired education, certification and/or license requirements.

• 2+ years’ experience in a contact center or workforce management environment
• Strong analytical, technical and problem-solving skills
• Excellent interpersonal, written and verbal communication skills
• Strong multi-tasking ability with a good sense of urgency
• Detail and team oriented
• Working knowledge of standard computer software programs including MS Office (Word Excel Outlook)

Preferred Qualifications:

• Nice WFM (IEX) and RingCentral CXOne experience

Compensation: Salary is commensurate with experience and credentials.

Pay Range: $58,737-$74,031