Real-Time Analyst

Monitoring queue volumes and reallocating agents in real-time, the full-time Real-Time Analyst will ensure optimal staffing levels across multiple channels and BPO partners while working remotely. Key responsibilities Monitor queue volumes, service levels, and backlog across all channels throughout the day Reallocate agents between queues in real time to align staffing with demand shifts Produce intraday and end-of-day reports analyzing performance and informing future forecasts Required qualifications 5 or more years in real-time analysis or Workforce Management in a contact center or support environment Hands-on experience monitoring multi-channel queues across multiple vendors simultaneously Strong spreadsheet skills and working knowledge of at least one WFM platform or ticketing tool Demonstrated ability to make fast staffing decisions under pressure Availability to support coverage around major events on short notice