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(WFO) - Real-Time Analyst - San Antonio

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OneTouch Direct

2024-11-06 13:48:28

Job location San Antonio, Texas, United States

Job type: fulltime

Job industry: Administration

Job description

OneTouch Direct is not your typical Call Center. Founded in 1998, we have since grown into one of the most preeminent providers of contact center solutions in the nation. We work with Fortune 500 companies providing useful products and excellent service. We are a seamless extension of our clients while building an internal culture that stands out above the rest.

OneTouch Direct is currently seeking a Real-Time Analyst for our San Antonio location. As a Real-Time Analyst, you will be responsible for monitoring and managing real-time performance metrics and ensuring optimal workforce utilization for our call center operations.

Key Responsibilities:

Monitor real-time call center and agent performance metrics

Identify and respond to trends and issues that may impact service levels

Adjust staffing levels and schedules to meet service level objectives

Manage real-time adherence to schedules and handle exceptions

Collaborate with team leaders and managers to optimize workforce efficiency

Provide recommendations for process improvements and strategies to enhance operational performance

We are looking for candidates who have a strong analytical mindset, excellent problem-solving skills, and the ability to work in a fast-paced, dynamic environment.

Requirements

Prior experience as a Real-Time Analyst in a call center environment

Proficient in workforce management software and tools

Strong analytical and problem-solving skills

Excellent communication and interpersonal skills

Ability to multitask and prioritize effectively

Detail-oriented with a high level of accuracy

Flexibility to work in a 24/7 operation

Knowledge of call center operations and performance metrics

Benefits

Full-Time Hours: 40 hours per week schedule

Supportive Environment: Classroom training, plus ongoing support for your success!

Great workplace: Daily and weekly incentives to create a fun, competitive, and rewarding environment!

Benefits: Health Care Plan (Medical, Dental & Vision)

Growth: Opportunity for professional advancement as we grow!

Culture: Diverse, welcoming culture with Employee Resource Groups

Inform a friend!

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