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Job Description
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
The position is responsible for monitoring real-time call volume and staffing to be able to proactively take measures to right-staff the contact center.
Essential Duties & Responsibilities:
Education & Experience:
Internal Eligibility Criteria:
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
We're committed to bringing passion and customer focus to the business.
The position is responsible for monitoring real-time call volume and staffing to be able to proactively take measures to right-staff the contact center.
Essential Duties & Responsibilities:
- Monitors queue real-time
- Analyzes, monitors, and balances real-time staffing levels vis-a-vis call volumes, busy lines, production issues
- Assists during downtime
- Real-time analysis daily to ensure employee schedule adherence and management and tracking of off-line exceptions (segments)
Education & Experience:
- Preferably with a Bachelor's/College Degree in any field.
- High School Diploma/GED
- Preferably at least 1 year of working experience in the related field is required for this position from a BPO/Call Center Set-up.
- Proficient in Microsoft Excel, Business Objects, ACD switch reporting, Blue Pumpkin or IEX, and email systems
- Broad knowledge of contact center and customer service operations
- Knowledge of computer applications, including MS Word, MS Excel, MS PowerPoint, MS Access, etc.
- Integrity, Customer focus, Innovative
- Displays teamwork and leadership skills
- Good communication and interaction skills
Internal Eligibility Criteria:
- No active PIP within the last 6 months
- Good Attendance Record, 85% or higher for the last 90 days
- QA Scores, 85% or higher average for the last 90 days
- LOB KPIs at or above goal for the last 90 days
- For lateral transfers, 6 months in current role/LOB For promotions, no minimum tenure required
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Original Title: Real Time Analyst
Req Id: R25_03333
Posted At: Tue Jun 24 2025 00:00:00 GMT+0000 (Coordinated Universal Time)