The Real Time Analyst is responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of chat, incoming calls, emails at the desired service level or turn around time. Duties and Responsibilities: - Coordinates appropriate staffing allocation and availability of agents in order to achieve service level objectives. - Monitors site/programs to ensure optimal staffing levels. - Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data. - Administers contingency action plans as deemed necessary and appropriate. - Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals. - Facilitates real-time discussionswith necessary stakeholders. - C

Our most successful candidates will have: - At least one-two years of work experience as a Real Time Analyst - Attention to details - Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team-player - Strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements - Reliability in following through with commitments and responsibilities - Ability to innovate and deploy data-driven business solutions - Ability to manage and navigate a constantly changing business environment - Basic WFM knowledge - Proficiency MS Excel