Real Time Analyst - Full Time

Position:  Real Time Analyst – Full Time

Summary of Duties:

The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.

Main Responsibilities:

• Manage the call volume, daily attendance and program break schedules
• Assist with creation if metrics and targets for services
• Work closely with the operations team to analyze and help improve their delivery processes.
• Generate ideas for process and service improvement planning
• Produce daily, biweekly and monthly internal reports
• Use trends and reports to forecast requirements
• Assist with projects and other duties as requested or assigned
  
  

 Skills and Qualifications: 

• Flexible to work any schedule between 8AM and 1AM (AST), Sunday through Saturday
• Previous call center experience required
• Ideally, previous WFM experience
• Excellent computer skills (EXCEL, WORD, EMAIL etc)
• Able to communicate professionally
• Problem solving skills, coolness under pressure are highly valued

Personal Attributes:

• Ability to take initiative
• Flexible team player with a positive attitude
• Must have good time management with the ability to work with minimal supervision and tight timelines
• Capable of managing multiple, simultaneous projects
• Must be friendly and professional with a positive attitude
• Organized with the ability to quickly and effectively adapt to change
  
  

Please apply with cover letter and resume.