Summary: IntouchCX is seeking a Real Time Analyst to monitor and improve team performance by managing scheduling, call queues, and forecasting volumes. Highlights: 1. Monitor, communicate, and implement changes for real-time performance 2. Evaluate large amounts of data and communicate insights clearly 3. Adjust staffing and scheduling to meet business needs About IntouchCX IntouchCX is a global leader in digital customer experience management, back office processing, trust \& safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long\-term partnerships and empowering our people to drive positive change. About the Job We’re looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real\-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half\-hour segments. As Real Time Analyst, You Will… * Evaluate large amounts of data * Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members * Adjust staffing and scheduling according to changing needs of the business * Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients * Monitor schedules and escalate issues regarding attendance adherence * Work with team members to ensure they know their statistics related to the schedule As Real Time Analyst, You Have… * High school diploma or equivalent (required) * Some post\-secondary or completion of post\-secondary schooling (preferred) * Good communication skills * Advanced knowledge of MS Word and Excel * Adaptability to learn a variety of software programs * A high level of accuracy with regards to data entry * Strong analytical and problem solving skills * Willingness to learn and adapt to working in a new environment * The ability to multitask and self\-manage your work day
Valentina Rodríguez
Indeed · HR
Valentina Rodríguez
Indeed · HR
