Description
IntouchCX is hiring a Senior Real Time Analyst to provide workforce management services for a client command center and manage performance across a global vendor network. The role oversees shift operations, conducts huddles, monitors service-level and staffing KPIs, handles intraday management and business-continuity or routing issues, coordinates war rooms and client/vendor syncs, re-forecasts staffing needs, manages extra time and voluntary time-off requests, communicates mitigation strategies, performs root-cause analysis, and produces performance reports. Candidates need at least three years of call-center experience, one year of workforce-management experience, advanced Excel or Google Sheets skills, experience with WFM tools, strong analytical and communication abilities, and preferably a technical university education.
