Real Time Analyst - Seasonal

About the role

The Real Time Analyst - Seasonal is responsible for monitoring statistics, staffing adherence, list penetration and client key performance indicators. The Real Time Analyst - Seasonal must take actions to ensure the enterprise achieves its clients and internal bill to pay goals. We expect greater of ourselves... What’s Your Greater? Come find it at ResultsCX!

What you'll do

• Manage multiple call queues in real time
• Watch staffing levels at each site to ensure planned coverage is met on the interval level
• Manage numerous real-time metrics such as: Service Level, Average Speed of Answer, Schedule
• Adherence, Occupancy, Average Handle Time, and After Call Work against a matrix of defined thresholds
• Provide outage and crisis management (Facilitating communications between IT teams and site management.)

What you need

• Site execution
• Statistics
• Any graduate

Good to have

• Excel
• PowerPoint