Time Analyst

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.

• 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)

• 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

• 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

Pay Rate 39520

If you like wild growth and working with happy, enthusiastic over‑achievers, you’ll enjoy your career with us!