Real-Time Call Center Performance Analyst

ibex; United States; On-site; USD 60,000 - 80,000; Full time

Job summary

ibex is seeking a Real Time Analyst to balance service levels across call center programs and locations, ensuring contractual goals and efficient operations. You will monitor real-time volume, schedule conformance, and coordinate short-term events to maintain staffing alignment.

Ideal candidates hold a Bachelor’s degree or equivalent, have 1 year in Real-Time Monitoring or Workforce Analysis, and possess advanced MS Excel skills along with IEX and CMS proficiency.

Qualifications

• Bachelor’s Degree (any field) or equivalent work experience.
• 1 year of Real-Time Monitoring or Workforce Analysis experience.
• Advanced knowledge in MS Excel and WFM tools such as IEX and CMS.
• Strong analytical, organizational and time management skills.

Responsibilities

• Monitors real-time call volume and schedule conformance to efficiently utilize staffing.
• Coordinates same-day or short-term offline event scheduling for agents.
• Provides WFM Scheduling with future exceptions for IEX-based staffing.
• Monitors CMS and RTA for agent adherence to schedules.
• Analyzes trends in call volume, AHT, and attendance to adjust staffing plans.
• Manages agent profiles in CMS to optimize staffing resources.
• Monitors reports to manage performance across centers/products.
• Participates in Help Desk calls to relay impacts on operations.
• Develops reports and processes to improve planning and performance.
• Communicates call center performance updates to stakeholders.
• Schedules daily/weekly/monthly meetings with Work Force Leaders.
• Provides timely status updates on projects and initiatives.
• Completes necessary and ad hoc reports as required.

Skills

Analytical skills

Time management

Organizational skills

Teamwork

Professionalism

Communication

Decision making

Problem solving

Education

Bachelor's degree or equivalent

Tools

IEX

CMS

MS Excel

Job description

ibex is seeking a Real Time Analyst to balance service levels across call center programs and locations, ensuring contractual goals and efficient operations. You will monitor real-time volume, schedule conformance, and coordinate short-term events to maintain staffing alignment.

Ideal candidates hold a Bachelor’s degree or equivalent, have 1 year in Real-Time Monitoring or Workforce Analysis, and possess advanced MS Excel skills along with IEX and CMS proficiency.