Call Center Workforce Time Analyst

Overview

Join our vibrant team at One Touch Direct as a Call Center Workforce Real-Time Analyst
, where your quick thinking and analytical skills will make a real impact! We are a leading provider of contact center solutions, and we pride ourselves on delivering exceptional service in a collaborative environment.

Key Responsibilities:

• Monitor real-time call volume and agent activity to ensure appropriate staffing levels
• Analyze performance metrics and adjust schedules as necessary to meet service level agreements
• Identify trends and communicate insights to management and stakeholders
• Collaborate with team leaders to develop action plans for performance improvements
• Provide immediate support for any workforce-related issues that may arise during operational hours
• Utilize workforce management software to assist in forecasting and planning

• Minimum of 2 years of experience in a real-time analyst role in a call center environment
• Strong analytical skills with the ability to interpret and utilize data effectively
• Experience with workforce management tools and scheduling systems
• Excellent communication skills for effective collaboration
• A proactive approach to problem-solving and troubleshooting
• Ability to multitask and thrive in a fast-paced environment
• Familiarity with call center operations and performance metrics
• Flexibility to adapt to changing priorities and support 24/7 operations

• Full-Time
  
  Hours:
  
  40 hours per week schedule
• Supportive Environment:
  Classroom training, plus ongoing support for your success!
• Great workplace:
  Daily and weekly incentives to create a fun, competitive, and rewarding environment!
• Benefits:
  Health Care Plan (Medical, Dental & Vision)
• Growth:
  Opportunity for professional advancement as we grow!
• Culture:
  Diverse, welcoming culture with Employee Resource Groups