Real-Time Call Center Optimizer

Abertis Mobility Services; Orlando (FL); On-site; USD 45,000 - 60,000; Full time

Job summary

Abertis Mobility Services is seeking a Real-Time Analyst in Orlando, Florida, to coordinate real-time workforce activities for the contact center. Key responsibilities include monitoring service levels, coordinating with operations teams, and reporting on performance trends. Ideal candidates should have experience as a workforce analyst and a strong understanding of workforce management software.

The role requires excellent communication, organizational, and analytical skills, with a preference for candidates holding a bachelor's degree in business operations. No travel is required and the position demands availability during operational hours from Monday to Saturday.

Qualifications

• 1–2 years of contact center experience as a workforce real-time analyst.
• Experience using workforce management software preferred.
• Excellent organizational skills and attention to detail.

Responsibilities

• Monitor phone queues and service levels on a real-time basis.
• Coordinate with operations teams to achieve service-level goals.
• Maintain attendance call-outs in the workforce management system.

Skills

Verbal and written communication

Organizational skills

Time-management skills

Analytical skills

Problem-solving skills

Education

High School Diploma

Bachelor’s degree in business operations

Tools

Workforce management software

Microsoft Office Suite

Job description

Abertis Mobility Services is seeking a Real-Time Analyst in Orlando, Florida, to coordinate real-time workforce activities for the contact center. Key responsibilities include monitoring service levels, coordinating with operations teams, and reporting on performance trends. Ideal candidates should have experience as a workforce analyst and a strong understanding of workforce management software.

The role requires excellent communication, organizational, and analytical skills, with a preference for candidates holding a bachelor's degree in business operations. No travel is required and the position demands availability during operational hours from Monday to Saturday.