Description
The Real-Time Analyst monitors inbound call, chat, and email volumes and agent availability in real time, coordinates with Operations to maintain service-level agreements, optimizes agent occupancy and schedule adherence, adjusts routing and agent skilling, and responds to traffic anomalies and operational contingencies. The role also produces end-of-day reports and requires 1–2 years of relevant Workforce Management or contact-center experience, familiarity with ACD and WFM platforms, omnichannel chat experience, advanced spreadsheet skills, and knowledge of contact-center metrics and Erlang C.
