Real-Time Contact Center Analyst

InteLogix; United States; Remote; USD 65,000 - 75,000; Full time

Job summary

InteLogix is seeking a real-time intraday analyst to monitor queues, staffing vs plan, and service levels in a fast-paced contact center environment. You will take intraday actions, communicate alerts, log events, and support reforecasts with accuracy and urgency.

Ideal candidates have 1–2+ years in real-time or intraday roles, solid knowledge of service level metrics, and the ability to make quick, sound decisions under pressure using WFM dashboards and Excel.

Qualifications

• 1–2+ years in a real-time, intraday or command-centre role in a contact centre.
• Understanding of service level, occupancy, adherence and staffing dynamics.
• Ability to make fast, sound decisions under pressure.

Responsibilities

• Monitor real-time queues, staffing versus plan, adherence and service level.
• Take intraday actions — breaks, offline activity, skilling, overtime and VTO — to protect service level.
• Communicate real-time alerts and escalations to Operations promptly.
• Log and analyse intraday events; provide same-day and next-day recaps.
• Manage adherence and real-time exception tracking.
• Reforecast intraday and flag risks to the plan as conditions change.

Skills

Real-time intraday

Decision making under pressure

Communication

Vigilance

Sense of urgency

Tools

NICE IEX

Verint

Genesys

Aspect

Excel

Job description

InteLogix is seeking a real-time intraday analyst to monitor queues, staffing vs plan, and service levels in a fast-paced contact center environment. You will take intraday actions, communicate alerts, log events, and support reforecasts with accuracy and urgency.

Ideal candidates have 1–2+ years in real-time or intraday roles, solid knowledge of service level metrics, and the ability to make quick, sound decisions under pressure using WFM dashboards and Excel.