Job Summary:
The Senior Real-Time Analyst role is a critical component of our organization's workforce management strategy execution, focusing on real-time data analysis and strategic decision-making.
Key responsibilities include:
* Providing expert guidance and coaching to Real-Time Analysts
* Monitoring real-time performance metrics and identifying areas for process improvement
* Developing and implementing corrective actions to optimize operational efficiency
Our ideal candidate will possess strong analytical skills, with the ability to distill complex data into actionable insights and drive business outcomes.
Required qualifications include 6+ years of experience in a contact center environment, with at least 3+ years in a Real-Time Analyst or Workforce Management role. Additionally, proficiency in Microsoft Office tools and the ability to work effectively in a fast-paced global environment across multiple time zones is essential.