Real Time Analyst

MCI; Los Angeles (CA); Remote; USD 50,000 - 70,000; Full time

Job summary

MCI is seeking a detail-oriented Real Time Analyst to join their workforce management team. This role involves monitoring call volumes, managing agent availability, and analyzing performance data to ensure efficient call handling within their contact center. The position offers a competitive compensation package and opportunities for career growth.

Benefits

Paid Time Off and holidays

Incentives & Rewards such as cash bonuses, electronics, vacations, and cars

Health benefits including medical, dental, and vision coverage

Retirement savings options

Disability and life insurance

Career growth opportunities

Paid training and a supportive, engaging work environment

Qualifications

• 2-3 years of experience in real-time monitoring and workforce management.
• Proficiency in workforce management tools.
• Strong understanding of data analysis and performance metrics.

Responsibilities

• Monitor real-time call volumes to ensure service levels are met.
• Analyze real-time data to identify trends and performance issues.
• Make real-time adjustments to agent schedules based on call volume.

Skills

Data analysis

Call center operations

Performance metrics

Problem-solving

Communication

Adaptability

Education

Associate’s or Bachelor's degree in Business, Statistics, or a related field

Tools

IEX

Beeline

CMS

Aspect

Job description

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Position Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

Remote Work-at-Home

We are looking for a proactive and detail-oriented Real-Time Analyst to join our workforce management team. This role is crucial in ensuring optimal staffing levels and efficient call handling within our contact center. The ideal candidate will be responsible for monitoring real-time call volumes, managing agent availability, analyzing performance data, and making real-time scheduling adjustments. This position requires strong analytical skills, adaptability, and the ability to make quick decisions to maintain service level objectives.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Key Responsibilities

POSITION RESPONSIBILITIES

• Monitor real-time call volumes to ensure service levels are met.
• Track agent availability and adjust schedules as needed to manage call traffic efficiently.
• Oversee call queues to ensure customer interactions are handled effectively.
• Analyze real-time data to identify trends and performance issues.
• Prepare and distribute real-time performance reports to management and stakeholders.
• Make real-time adjustments to agent schedules based on call volume and staffing needs.
• Assist in developing short-term and long-term forecasts for call volumes and staffing requirements.
• Collaborate with team leaders and management to address operational issues.
• Respond to unexpected events and emergencies to minimize service disruptions.
• Detect inefficiencies and recommend process improvements to enhance operational efficiency.
• Implement industry best practices for real-time monitoring and workforce management.

Candidate Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, motivated, and dedicated applicants are encouraged to apply. The ideal candidates should possess the following qualities:

• Associate’s or Bachelor's degree in Business, Statistics, or a related field.
• 2-3 years of experience in real-time monitoring, report analysis, and workforce management within a call center environment.
• Experience in a call center or customer service environment.
• Proficiency in workforce management tools such as IEX, Beeline, CMS, Aspect, etc.
• Strong understanding of data analysis and performance metrics.
• Knowledge of forecasting, planning, and scheduling calls or work volumes.
• Excellent analytical and problem-solving skills.
• High level of accuracy and attention to detail.
• Effective verbal and written communication skills.
• Strong interpersonal skills for collaboration and relationship management.
• Ability to adapt to changing environments and handle multiple tasks simultaneously.
• Initiative to take ownership of tasks and work with minimal supervision.

Conditions of Employment

All MCI locations require:

• Authorization to work in the country where the job is based.
• Willingness to submit to background and security investigations, including fingerprinting, where applicable.
• Willingness to undergo drug screening, where applicable.

Compensation Details

Want an employer that values your contribution?

At MCI, we offer competitive compensation and benefits packages designed to grow with you. Starting pay depends on experience, with various benefits and incentives including:

• Paid Time Off and holidays
• Incentives & Rewards such as cash bonuses, electronics, vacations, and cars
• Health benefits including medical, dental, and vision coverage
• Retirement savings options
• Disability and life insurance
• Career growth opportunities
• Paid training and a supportive, engaging work environment

If you're ready to join a company that recognizes your contributions and supports your growth, apply today!