Real-Time Workforce Analyst - Call Center

ibex; West Virginia; On-site; USD 55,000 - 75,000; Full time

Job summary

ibex is seeking a Real Time Analyst to manage and balance service levels across call center programs. The role focuses on meeting contractual obligations and internal goals while delivering positive customer experiences and efficient operations.

Responsibilities include real-time monitoring of call volume, scheduling, off-line event management, staffing analysis, reporting, and coordinating with Work Force Leaders.

Qualifications

• Bachelor’s degree or equivalent work experience.
• At least 1 year experience in Real-Time Monitoring or Workforce Analysis.
• Advanced MS Excel and WF tools knowledge (IEX, CMS).
• Strong communication and analytical skills.

Responsibilities

• Monitor real-time call volume and schedule conformance.
• Coordinate short-term off-line event scheduling for agents.
• Provide forecasts to maintain staffing levels.
• Develop reports and processes to improve performance.
• Communicate performance updates to stakeholders.
• Schedule meetings to align Work Force Leaders.
• Complete ad hoc reports.

Skills

Real-Time Monitoring

Workforce Analysis

MS Excel

IEX

CMS

Problem Solving

Communication

Analytics

Time Management

Multitasking

Decision Making

Professionalism

Teamwork

Independence

Scheduling Flexibility

Education

Bachelor’s Degree or equivalent

Tools

IEX

CMS

Job description

ibex is seeking a Real Time Analyst to manage and balance service levels across call center programs. The role focuses on meeting contractual obligations and internal goals while delivering positive customer experiences and efficient operations.

Responsibilities include real-time monitoring of call volume, scheduling, off-line event management, staffing analysis, reporting, and coordinating with Work Force Leaders.