Job Details

Now Hiring: Call Center Real-Time Analyst Location: Cumberland, RI (Hybrid 3 days in office, 2 remote) Pay: $30$40/hr (based on experience) Are you the type of person who thrives on keeping things running just right? We're on the lookout for a Call Center Real-Time Analyst to join our clients Workforce Management team. Youll play a crucial role in keeping their contact center humming balancing call queues, tracking agent performance, and making real-time decisions that impact our customer experience in a big way. What Youll Be Doing: Watching queues to make sure hitting service level targets are met Escalating long calls and absences to managers (youre the eyes and ears of the contact center!) Working hand-in-hand with vendor partners to keep things smooth and efficient Making smart, on-the-fly schedule tweaks to fix coverage gaps Reporting on daily staffing and call forecast updates Using historical data to help forecast and adjust in real-time What You Bring to the Table: At...Call Center, Analyst, Customer Experience, Staffing, Technology