Customer Service Real-time Analyst

📋 Description Monitor real-time contact center performance metrics such as service levels, AHT, speed of answer Identify performance risks through data analysis and AI-supported insights. Execute intraday workforce adjustments to match staffing and demand. Analyze capacity, skill alignment, and queue requirements for resource allocation. Conduct root-cause analysis and collaborate on sustainable solutions. Create dashboards, reports, and executive updates on trends, risks, actions, and recovery plans. 🎯 Requirements Minimum 5 years in workforce management, contact center ops, or related analytics focused on queue Advanced knowledge of forecasting, scheduling, adherence, shrinkage, service levels, queue routing Strong Excel and PowerPoint; able to build dashboards and leadership presentations. Experience with workforce management and contact center platforms (NICE CXone, Verint, Aspect Ability to use AI-powered analytics and automation tools with accountability for outputs. Strong problem-solving, communication, and influencing skills; remain calm under pressure. 🎁 Benefits Competitive compensation package. Remote work flexibility. Medical, dental, and vision insurance. 401(k) matching program. Paid time off and wellness benefits. Wellness programs and employee support initiatives.