Real Time Analyst

About the role

InteLogix, a provider of integrated solutions, is looking for a Real Time Analyst. The role oversees call performance and manages real-time staffing to meet staffing targets, working closely with operations and the Client WFM team.

Key responsibilities

• Oversee call performance and manage real-time staffing to achieve staffing targets.
• Develop and monitor attendance and break schedules to optimize staffing levels.
• Collaborate with operations and the Client WFM team to refine processes and increase efficiency.
• Carry out intraday forecasting and scheduling to ensure continuous workflow and meet profitability goals.
• Produce reports on performance metrics and identify improvement opportunities.
• Act as a point of contact for WFM policies and an expert on workforce optimization issues.

Required profile

• 2 years of call center experience in a Workforce Management Real Time Analyst or Traffic Support role.
• Previous experience in call center operations and WFM is highly preferred.
• High school diploma or GED; further education or equivalent experience in a relevant field is a plus.
• Flexibility to work within operating hours and on varying shifts.
• Ability to work independently with minimal supervision and as part of a team.

Required skills

• Excellent analytical skills to interpret data and provide actionable insights.
• Strong communication skills to liaise with various departments and ensure adherence to standards.
• Ability to manage multiple projects, prioritize tasks and work under pressure in a fast-paced environment.
• Experience with ACD or WFM software is highly desirable.