drjobs Call Center Real-Time Analyst

Call Center Real-Time Analyst

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1 Vacancy
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Job Location drjobs

Providence, RI - USA

Monthly Salary drjobs

$ 30 - 40

Vacancy

1 Vacancy

Job Description


Now Hiring: Call Center Real-Time Analyst

Location: Cumberland RI (Hybrid 3 days in office 2 remote)
Pay: $30$40/hr (based on experience)


Are you the type of person who thrives on keeping things running just right

Were on the lookout for a Call Center Real-Time Analyst to join our clients Workforce Management team. Youll play a crucial role in keeping their contact center humming balancing call queues tracking agent performance and making real-time decisions that impact our customer experience in a big way.



What Youll Be Doing:

  • Watching queues to make sure hitting service level targets are met

  • Escalating long calls and absences to managers (youre the eyes and ears of the contact center!)

  • Working hand-in-hand with vendor partners to keep things smooth and efficient

  • Making smart on-the-fly schedule tweaks to fix coverage gaps

  • Reporting on daily staffing and call forecast updates

  • Using historical data to help forecast and adjust in real-time



What You Bring to the Table:

  • At least 1 year of contact center experience

  • Strong written and verbal communication skills.

  • Familiarity with workforce tools like Calabrio Verint or NICE

  • Understanding of ACD systems and scheduling/forecasting software

  • Proficient in Microsoft Office.

  • High school diploma required; associate or bachelors degree a nice bonus!



What You Get:

  • A hybrid schedule

  • A well-respected company that values work/life balance

  • Competitive pay ($30$40/hr depending on experience)



This is a temporary position expected to last AT LEAST 1 year possibly longer!



If youre analytical adaptable and thrive in a fast-paced environment where real-time decisions matter we encourage you to apply.



Required Experience:

IC

Employment Type

Temp

Company Industry

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