Real-Time Analyst (Workforce Operations)

Job Description

Hey there! Are you ready to take your career to the next level? OneTouch Direct is looking for a passionate and proactive Real-Time Analyst to join our amazing workforce operations team! We're not just a call center; we're a hub of innovation and team collaboration, proudly serving Fortune 500 companies from our vibrant operation.

As a Real-Time Analyst, you'll be the superhero of operational efficiency, monitoring real-time performance metrics and making sure everything runs smoothly throughout the day. You'll work closely with our team leaders and agents to ensure we meet our service level goals while keeping the atmosphere upbeat and productive!

In this role, you’ll get to:

1. Keep a keen eye on real-time call center metrics to ensure everyone is on track!
2. Quickly identify trends or issues and jump in with solutions to keep our service levels at their best.
3. Adjust staffing and schedules on the fly to keep up with call volume.
4. Collaborate with other teams to create a seamless work experience.
5. Provide insights that help enhance our operational performance and team spirit.

If you thrive in a fast-paced environment and enjoy data-driven decision-making while building strong connections with your teammates, we encourage you to apply and join our friendly family at OneTouch Direct!

Requirements

1. Previous experience as a Real-Time Analyst in a call center or similar environment.
2. Minimum of 2 years' experience working with Verint (WFM system) is required.
3. Proficiency in workforce management software and analytical tools.
4. Strong analytical mindset with problem-solving prowess.
5. Excellent communication skills that can engage and inspire.
6. A knack for multitasking and prioritizing effectively in a dynamic setting.
7. High attention to detail and accuracy in your work.
8. A flexible approach, as we operate 24/7!
9. Familiarity with call center operations and performance metrics is a plus.

Benefits

1. Full-Time Hours: 40 hours per week schedule
2. Supportive Environment: Classroom training, plus ongoing support for your success!
3. Great workplace: Daily and weekly incentives to create a fun, competitive, and rewarding environment!
4. Benefits: Health Care Plan (Medical, Dental & Vision)
5. Growth: Opportunity for professional advancement as we grow!
6. Culture: Diverse, welcoming culture with Employee Resource Groups