Real Time Analyst

Candidate Profile/Requirements:

• Minimum of 6 months of experience in the call center industry.
• Proficiency in Excel for data analysis and reporting.
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Excellent communication and interpersonal skills.
• Detail-oriented with a high degree of accuracy in data analysis.
• Self-motivated and capable of working independently as well as part of a team.
• Knowledge of workforce management software is a plus.

Duties:

• Monitor real-time call center metrics to ensure optimal performance and service levels.
• Analyze data to identify trends, patterns, and areas for improvement in real-time operations.
• Adjust staffing levels and call routing to manage call volumes effectively.
• Collaborate with team leaders and managers to address performance issues and implement corrective actions.
• Generate and distribute real-time performance reports to relevant stakeholders.
• Utilize Excel to create and maintain dashboards, charts, and reports for data analysis.
• Participate in daily and weekly meetings to discuss performance metrics and strategies for improvement.
• Continuously seek ways to enhance real-time monitoring processes and tools.