Real-Time Support Analyst

A company is looking for a Real Time Analyst to monitor and optimize contact center operations.

Key Responsibilities

Monitor real-time operational metrics and execute Workforce Management functions

Make proactive staffing adjustments based on intraday forecasts and actual volumes

Provide operational insights and support contact center tools and applications

Required Qualifications

2+ years of experience in real-time operations, workforce management, or contact center support

Strong understanding of contact center performance metrics and service level management

Hands-on experience with WFM or monitoring tools such as NICE, Verint, or Genesys

Ability to work Tuesday - Saturday with flexible start times between 5 am and 7 am PT

Proven ability to collaborate across multiple teams and build strong working relationships