Description We are looking for a Real Time Analyst to support contact center performance through active monitoring, timely adjustments, and data-driven decision-making. This contract to permanent position is ideal for someone who can balance service level goals, staffing demands, and operational priorities in a fast-paced environment. The role will work closely with workforce management and leadership teams to identify trends, respond to changing call volume, and help maintain an efficient customer service operation.
Responsibilities: • Monitor real-time contact center activity to track staffing levels, queue performance, and service delivery throughout the day. • Evaluate call volume patterns and agent availability, then recommend schedule or workload adjustments to improve operational efficiency. • Use workforce management and monitoring platforms such as Five9 and Verint to identify issues and support daily performance targets. • Communicate intraday updates, risks, and perform...