Real Time Analyst

About IntouchCX IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change. About the Job We’re looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments. As Real Time Analyst, You Will… • Evaluate large amounts of data • Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members • Adjust staffing and scheduling according to changing needs of the business • Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients • Monitor schedules and escalate issues regarding attendance adherence • Work with team members to ensure they know their statistics related to the schedule As Real Time Analyst, You Have… • High school diploma or equivalent (required) • Some post-secondary or completion of post-secondary schooling (preferred) • Good communication skills • Advanced knowledge of MS Word and Excel • Adaptability to learn a variety of software programs • A high level of accuracy with regards to data entry • Strong analytical and problem solving skills • Willingness to learn and adapt to working in a new environment • The ability to multitask and self-manage your work day