Real Time Analyst (REMOTE)

TEKsystems
$22.60 / hr
United States, North Carolina, Charlotte
Nov 20, 2024
Real Time Analyst (REMOTE) Contract to hire l 40 hours Our client is hiring for a* Real Time Analyst who will play a crucial role in contact center operations by monitoring and analyzing real-time data to ensure customer service targets are met Qualificatrons:* * Minimum of 2 years of Real-Time Analytical experience * Workforce management experience * Must have experience with with NICE IEX and CX-One * Microsoft Excel Knowledge Job Overview: * Manage all call center traffic to ensure compliance with customer service level agreements. * Serve as the call traffic and trending analyst for the Regional Service Centers. * Provide real time and historical call center data to CareCentrix personnel, working with call center managers and supervisors. * Analyze trends within assigned operations, including call volumes, call patterns, staff productivity, and resource allocation. * The candidate will use these analysis results to forecast call arrival patterns and create schedules. Adept in staffing to meet business unit goals, client goals, and corporate objectives. Work Enviornment: * 100% Remote * Must be open to work Friday rotations on closing shift of 11-8PM every few weeks* * Traditional hours any 8 hour shift between 9-6PM or 930-630PM About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.