Real Time Analyst

Cleveland, Ohio

Main Responsibilities:


  • Learn WFM concepts and apply as necessary
  • Why RTA is a vital piece of the Call Center Puzzle
  • Advance personal WFM knowledge with the goal of transitioning to WFM Analyst position as growth permits
  • Create/maintain logs of SL-impacting variance items and agent behavior patterns in an effort to improve overall efficiency
  • Monitor the center’s inbound and outbound calling activity using tools available and provide feedback to sales floor(s) when opportunities arise
  • Help maintain WFM-created reports through data entry
  • Identify inefficient processes/reporting and share findings with WFM Team
  • Any additional tasks as assigned by the WFM Leader.


Qualifications and Qualities:


  • Internal agents must have a good internal work record
  • Familiarity with Microsoft Office suite/OpenOffice
  • Excellent analytical and organizational skills with strict attention to detail
  • Excellent troubleshooting  and problem solving skills
  • Mature and independent worker
  • Customer service oriented
  • Flexibility to work varying shifts or additional hours as dictated by business needs
  • Ability to multi-task
  • Call center experience

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