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! Burimi: https://al.linkedin.com/jobs/view/real-time-analyst-at-we-are-fiber-4351333830

Niveli: mid level