Real Time Analyst – Night Shift, Hybrid

Responsibilities

• Responsible for monitoring and evaluating the flow of calls into call center for performance and efficiency.
• Daily real‑time monitoring of service levels for all queues and LOBs.
• Effectively communicates Service Level impacts to WFM leaders and Management.
• Advises management regarding schedule change requests.
• Enforces schedule compliance and adherence.

Requirements

• Proficient in Microsoft Excel.
• Experience using Workforce Management tools, preferably Aspect’s eWFM.
• Experience using Avaya CMS for reporting and skill changes.
• Attention to detail and high level of accuracy.
• Clear, concise verbal and written communication skills.
• Strong collaboration skills with WFM planning, operations, and support teams.
• Strong understanding of contact center metrics (Service Level, ASA, AHT, Occupancy, Adherence).
• Ability to...