The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products.
Requirements
- Bachelor’s Degree (any field) or equivalent work experience
- At least 1 year experience specializing in Real-Time Monitoring or Workforce Analysis
- Advanced knowledge in MS Excel and relevant WF tools such as IEX and CMS.
- Knowledge in problem solving processes
- Strong communication skills
- Above average reporting skills
- Excellent analytical skills
- Effective organizational skills and time management skills
- Ability to work on several projects simultaneously
- Ability to come up with sound and accurate decisions in any given circumstance
- Ability to exhibit professionalism
- Demonstrated ability to work with a team
- Demonstrated ability to communicate effectively and professionally with internal and external associates
- Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.