Real Time Analyst

Rio Rancho
Rio Rancho, New Mexico

Last Day to Apply: November 15, 2018

Real Time Analyst

Schedule:  Flexible schedule (40 hours)


The Real Time Analyst is responsible for monitoring the daily activity of the sales floor agents and maintaining communication with the floor leads about the status of the agents.


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



Please submit your resume to:

Internal Recruiter


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