Call Center Real-Time Analyst
Call Center Real-Time Analyst
Posted on :
07-07-2025
Employer Active
1 Vacancy
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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
Key Skills
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