Real Time Analyst

A company is looking for a Real Time Analyst. Key Responsibilities Utilize RTM experience to monitor queues and make real-time adjustments to call, email, and chat allocations Proactively identify and resolve downtime or telephony issues in collaboration with relevant teams Adjust resources based on backlog and real-time trends to maintain service level goals Required Qualifications High school diploma or GED required; some college preferred 1-3 years of experience in a real-time workforce management role within a call center environment Previous experience with InContact or other WFM and ACD systems is preferred Advanced MS Office knowledge, particularly in Excel and Access Experience with WFM tools and scheduling software is highly preferred

Jun 9, 2025 - 17:00

A company is looking for a Real Time Analyst. Key Responsibilities Utilize RTM experience to monitor queues and make real-time adjustments to call, email, and chat allocations Proactively identify and resolve downtime or telephony issues in collaboration with relevant teams Adjust resources based on backlog and real-time trends to maintain service level goals Required Qualifications High school diploma or GED required; some college preferred 1-3 years of experience in a real-time workforce management role within a call center environment Previous experience with InContact or other WFM and ACD systems is preferred Advanced MS Office knowledge, particularly in Excel and Access Experience with WFM tools and scheduling software is highly preferred