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Real-Time Analyst

Company: VirtualVocations
Location: Hayward
Posted on: November 1, 2024

Job Description:

A company is looking for a Workforce Management Real-Time Analyst to manage contact center resources and ensure service level objectives are met.



Key Responsibilities

Monitor queue metrics and staff performance in real-time to meet service level expectations
Adjust real-time metrics and adapt intraday forecasts based on business drivers and historical data
Manage real-time skill-based call routing to optimize service levels


Required Qualifications

Experience in contact center operations or workforce management
Ability to provide root cause analysis
Proficiency in using internal systems for monitoring and reporting
Experience with forecasting and staffing adjustments
Ability to work independently and collaboratively in a team setting

Keywords: VirtualVocations, Pittsburg , Real-Time Analyst, Professions , Hayward, California

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