Hybrid Real-Time Analyst - Contact Center Performance

Community Choice Credit Union

Warren (MI)

Hybrid

USD 50,000 - 70,000

Full time

14 days+

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Benefits offered by this job

Hybrid or remote work flexibility

Job summary

Community Choice Credit Union is seeking a Real-Time Analyst to monitor intraday performance across phone, chat, and digital channels. You will adjust staff schedules, track adherence, and publish hourly dashboards to optimize service levels.

The role requires strong analytical skills and experience with WFM tools in a fast-paced credit union contact center. The position offers hybrid or remote work flexibility and opportunities to influence member experience daily.

Qualifications

Associate or Bachelor’s degree in Business, Finance, Operations, or related field preferred.
2+ years of contact center experience, ideally in workforce management or operations support.
Experience with workforce management platforms such as NICE, Verint, or Calabrio.
Strong Excel and reporting skills.
Familiarity with telephony systems (Five9, Genesys, Avaya).
Solid understanding of ACD metrics, service levels, and staffing models.

Responsibilities

Monitor real-time call, chat, and email queues to keep service levels and occupancy goals on track.
Adjust schedules, breaks, or queue assignments to respond quickly to spikes or gaps.
Ensure team adherence to schedules and elevate significant deviations.
Review intraday data, publish dashboards and hourly reports, and adjust forecasts or staffing as needed.
Collaborate between workforce planning, operations, and leadership during the day.
Be the first line of response during outages or system issues by activating protocols.