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.

The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products.

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.

WFM Analyst-Real Time