Real Time Analyst

3 days ago

Giza, Giza, Egypt Intouch CX Full time
  • Monitor real-time call center metrics and key performance indicators (KPIs) to ensure optimal staffing and service levels.
  • Analyze intraday call volume, agent adherence, and queue performance to identify trends and recommend adjustments.
  • Coordinate with workforce management and operations teams to implement schedule changes and manage agent availability.
  • Respond promptly to unexpected changes in call volume or staffing by reallocating resources as needed.
  • Generate and distribute real-time performance reports to management and relevant stakeholders.
  • Escalate critical issues impacting service levels or customer experience to supervisors and management.
  • Assist in the development and refinement of forecasting and scheduling processes.
  • Support the implementation of new technologies and tools to enhance real-time monitoring capabilities.
  • Collaborate with training and quality assurance teams to address performance gaps.
  • Maintain accurate records of intraday activities, incidents, and actions taken.
Desired Candidate Profile
  • 1-2 years of experience in a call center, customer service, or workforce management environment.
  • Strong analytical and problem-solving skills with a keen attention to detail.
  • Proficiency in using workforce management software and real-time monitoring tools.
  • Excellent communication skills, both verbal and written.
  • Ability to work effectively in a fast-paced, in-office environment.
  • Demonstrated ability to multitask and prioritize under pressure.
  • Solid understanding of call center operations and key performance metrics.
  • Flexibility to adapt to changing business needs and schedules.
  • Proactive approach to identifying and resolving operational challenges.
  • Strong teamwork and collaboration skills.

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