About The Role

We are looking for an experienced CX WFM Real Time Analyst to support intraday performance and queue management. As a Real Time Analyst, you will monitor CX queue volumes and adherence to schedules while identifying opportunities to increase efficiencies and minimize SLA risks. You will also assist in building and adjusting agent schedules as needed. 

A successful candidate will work to ensure that service level (eg, first response time, time to resolution), cost, and staffing goals are met, while building strong relationships with our CX team and other cross-functional teams. The ideal candidate will be relationship-obsessed, comfortable in fast-moving, ambiguous spaces, and a strong independent worker, who is able to confidently drive improvements in scheduling and schedule adherence.

What You Will be Doing

• Collaboration: Cultivate enduring relationships with both internal teams and external partners.
• Queue Management: Proactively oversee chat and email queues, ensuring timely responses and high-quality service.
• Performance Oversight: Keep a close watch on agent ...