Real Time Analyst

We Are Fiber is looking for a detail-oriented and proactive Real-Time Analyst (RTA) to oversee workforce management and ensure operational efficiency. The RTA plays a critical role in tracking real-time metrics, optimizing resource allocation, and ensuring seamless service delivery. This position requires a strong analytical mindset, problem-solving skills, and the ability to respond swiftly to operational challenges.

**Key Responsibilities:**

- Queue Performance Monitoring: Track and analyze real-time performance metrics to ensure optimal service levels and meet KPIs.
- Staffing Availability Management: Monitor agent adherence, shrinkage, and availability to ensure proper staffing coverage based on demand.
- Workforce Optimization: Make scheduling adjustments and recommendations to optimize resource allocation.
- Performance Metrics & Data Analytics: Analyze key operational metrics such as AHT (Average Handling Time), ASA (Average Speed of Answer), and Service Level performance to drive continuous improvements.
- Immediate Issue Handling: Identify and resolve real-time operational disruptions, including call spikes, technical issues, and unexpected changes in workforce availability.
- Incident Management: Address and escalate issues affecting performance, workflow, or service quality in a timely manner.
- Effective Communication Channels: Collaborate with team leaders, managers, and other stakeholders to ensure smooth coordination and information flow.

**Required Skills & Qualifications:**

- Previous experience in real-time workforce management, call center operations, or a related field.
- Strong analytical skills with the ability to interpret data and generate actionable insights.
- Proficiency in workforce management tools and real-time monitoring software.
- Excellent problem-solving abilities and the capability to make quick decisions under pressure.
- Strong communication skills to effectively coordinate with multiple teams.
- Ability to multitask and prioritize in a fast-paced environment.
- Flexibility to work in shifts, including weekends and holidays, as required.

**What We Offer:**

- Competitive salary and benefits package.
- Professional growth opportunities in a dynamic and expanding company.
- Supportive and collaborative work environment.
- Training and development programs to enhance skills and career progression.

If you are a proactive and analytical professional with a passion for workforce optimization, we encourage you to apply and join our team at We Are Fiber!