Customer Service Real-time Analyst

📋 Description

• Monitor real-time contact center performance metrics such as service levels, AHT, speed of answer
• Identify performance risks through data analysis and AI-supported insights.
• Execute intraday workforce adjustments to match staffing and demand.
• Analyze capacity, skill alignment, and queue requirements for resource allocation.
• Conduct root-cause analysis and collaborate on sustainable solutions.
• Create dashboards, reports, and executive updates on trends, risks, actions, and recovery plans.

🎯 Requirements

• Minimum 5 years in workforce management, contact center ops, or related analytics focused on queue
• Advanced knowledge of forecasting, scheduling, adherence, shrinkage, service levels, queue routing
• Strong Excel and PowerPoint; able to build dashboards and leadership presentations.
• Experience with workforce management and contact center platforms (NICE CXone, Verint, Aspect
• Ability to use AI-powered analytics and automation tools with accountability for outputs.
• Strong problem-solving, communication, and influencing skills; remain calm under pressure.

🎁 Benefits

• Competitive compensation package.
• Remote work flexibility.
• Medical, dental, and vision insurance.
• 401(k) matching program.
• Paid time off and wellness benefits.
• Wellness programs and employee support initiatives.