Call Center Workforce Time Analyst

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.

In this role, you will be responsible for monitoring real-time metrics, making data-driven decisions, and ensuring our operations align with service level goals. You will work closely with call center supervisors and team leaders to optimize staffing and enhance overall performance.

• Monitor call volume and agent activity in real-time 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