Real-Time Call Center Optimizer

Western Growers Assurance Trust; United States; À distance; USD 65 000 - 95 000; Plein temps

Résumé du poste

Western Growers Assurance Trust is seeking a Real Time Analyst to monitor intra-day call center activity, adjust staffing, and maintain service levels across multiple lines of business. The role includes reporting and on-line/off-line operational support.

The position reports to the Senior Supervisor of Call Center Operations and requires strong WFM experience, analytical abilities, and proficiency with ACD systems and standard office software. On-site collaboration is expected.

Qualifications

• Bachelor-level education not required; strong WFM experience preferred.
• Experience with ACD call flow technology is a plus.
• Advanced math and data interpretation abilities are essential.
• Proficient with common office software for reporting and analysis.

Responsabilités

• Monitor real-time call center activity, volumes, staffing and SLAs to identify improvements.
• Dynamically adjust staffing to meet performance targets and service levels.
• Track metrics such as ASA, AHT, schedule adherence and ACW against thresholds.
• Perform real-time queue management and agent allocation per protocols.
• Coordinate short-term offline events with minimal impact on performance.
• Prepare daily logs and cross-functional collaboration to optimize WFM processes.

Connaissances

Real-time monitoring

WFM experience

Analytical skills

Data interpretation

Prioritization

Communication skills

Formation

High School diploma or equivalent

Outils

Access

PowerPoint

Excel

Word

Visio

Outlook

Description du poste

Western Growers Assurance Trust is seeking a Real Time Analyst to monitor intra-day call center activity, adjust staffing, and maintain service levels across multiple lines of business. The role includes reporting and on-line/off-line operational support.

The position reports to the Senior Supervisor of Call Center Operations and requires strong WFM experience, analytical abilities, and proficiency with ACD systems and standard office software. On-site collaboration is expected.