Real Time Analyst

Community Choice Credit Union; Warren (MI); On-site; USD 50,000 - 70,000; Full time

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.

Skills

Excel

Reporting

Analytical mindset

Stakeholder management

Multitasking

Education

Associate or Bachelor’s degree in Business/Finance/Operations

Other related field preferred

Tools

NICE Verint Calabrio

Five9

Genesys

Avaya

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Real Time Analyst

Full-time Support Warren, MI, US 1 Attachments

3 days ago Requisition ID: 2842

Real-Time Analyst (RTA)

Compensationstarting at$50,000 annually.

Sponsorship: This position is not eligible for immigration sponsorship.

Do you thrive in a fast-paced environment where your quick decisions and sharp analysis directly impact member experience? Join our team as a Real-Time Analyst (RTA) and become the heartbeat of our contact center operations.

As the central command for intraday performance, you’ll monitor live conditions, adjust staffing, and communicate critical updates to ensure our members receive timely, exceptional service across phone, chat, and digital channels. This is the perfect opportunity for someone with strong analytical skills, a keen eye for detail, and the ability to stay cool under pressure.

What You’ll Do

Optimize Service Levels: Monitor real-time call, chat, and email queues to keep service levels, ASA, and occupancy goals on track.

Manage Intraday Staffing: Adjust schedules, breaks, or queue assignments to respond quickly to spikes in volume or staffing gaps.

Track Adherence: Ensure team members are following schedules and elevate significant deviations as needed.

Analyze Trends: Review intraday data, publish dashboards and hourly reports, and recommend adjustments to forecasts or staffing plans.

Collaborate & Communicate: Act as the bridge between workforce planning, operations, and leadership during the day.

Incident Response: Be the first line of response during outages, spikes, or system issues by activating protocols and supporting recovery efforts.

What We’re Looking For

Education & Experience:

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.

Technical Skills:

Strong Excel and reporting skills.

Familiarity with telephony systems (e.g., Five9, Genesys, Avaya).

Solid understanding of ACD metrics, service levels, and staffing models.

Soft Skills:

Excellent communication and stakeholder management.

Analytical mindset with attention to detail.

Ability to multitask in a high-pressure environment.

Adaptability when conditions shift.

Why Join Us?

Hybrid or remote work flexibility (based on business needs).

Opportunity to make a direct impact on member experience every single day.

Work in a collaborative environment where your insights are valued.

Professional growth in workforce planning and contact center operations.

Key Success Measures

% of intervals meeting service level targets

Schedule adherence accuracy

Speed of response to intraday changes

Accuracy and integrity of real-time reporting

Attachments (1)

Contact Center Real Time Analyst - To Post.docx