Time Analyst

Position: Real Time Analyst
Description We are looking for a Real Time Analyst to support contact center performance through active monitoring, timely adjustments, and data-driven decision-making. This contract to permanent position is ideal for someone who can balance service level goals, staffing demands, and operational priorities in a fast-paced environment. The role will work closely with workforce management and leadership teams to identify trends, respond to changing call volume, and help maintain an efficient customer service operation.

Responsibilities:

- Monitor real-time contact center activity to track staffing levels, queue performance, and service delivery throughout the day.

- Evaluate call volume patterns and agent availability, then recommend schedule or workload adjustments to improve operational efficiency.

- Use workforce management and monitoring platforms such as Five9 and Verint to identify issues and support daily performance targets.

- Communicate intraday updates, risks, and performance concerns to leadership and relevant support teams in a clear and timely manner.

- Analyze performance data and prepare reports that help stakeholders understand trends related to service levels, productivity, and resource utilization.

- Coordinate with supervisors and operations teams to address unexpected changes in demand, attendance, or system-related disruptions.

- Maintain accurate records in ticketing and management systems while following established contact center processes.

- Support continuous improvement efforts by identifying optimization opportunities within real-time operations and workforce planning activities. Requirements - Experience working in a contact center, customer service environment, or workforce management function.

- Proficiency with Microsoft Excel, Word, Outlook, and other Microsoft Office applications.

- Familiarity with real-time monitoring tools and workforce management systems, including platforms such as Five9 or Verint.

- Strong analytical ability with the skill to interpret operational data and make sound recommendations quickly.

- Ability to manage competing priorities and respond effectively in a fast-moving call center setting.

- Understanding of service level metrics, staffing concepts, and day-of-operation performance management.

- Experience using ticketing systems and maintaining accurate operational documentation.

- Clear written and verbal communication skills with the ability to collaborate across teams and leadership groups. Talent Match®

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit  for more information.

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