Share Email Opening Title Real Time Analyst  Description TicketNetwork is looking for a Real-Time Analyst, or RTA, that will be responsible for real-time and/or intraday management of resources to ensure the correct number of agents are in their seats to answer the forecasted volume of interactions. An RTA is also responsible for determining if we need to add/reduce agents when forecasted volume is above/below our actual call volume. Primary Responsibilities: Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives. Monitors call volume to ensure optimal staffing levels. Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data. Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals. Facilitates real-time discussions with call center management team. Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness. Ensures that all reports originating from the department are accurate and reliable.   Position Requirements Required Skills: Intermediate knowledge of call center management and all related calculations. Strong organizational skills. Ability to prioritize workload, meet deadlines and multi-task with attention to detail. Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion. Ability to work independently with minimal supervision. Capability of problem solving. Strong analytical skills, extending to the interpretation and summary of reports Experience with Ring Central Contact Center preferred Required Experience: At least two years of experience working in a high volume call center environment Professional experience running, interpreting, and summarizing reports related to workforce planning At least two years of experience in a workforce planning or related role Education: H.S. diploma or equivalent required Associate's degree preferred in Business, Communications, or related field. Equivalent work experience will be considered in lieu of a degree. Schedule: Full time Tuesday-Saturday, 10:00AM to 7:00PM   Full-Time/Part-Time Full-Time   Shift Days   Division TicketNetwork, Inc.   Exempt/Non-Exempt Non-Exempt   Req Number CON-22-00024   Location Hartford County - TN   EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.   This position is currently not accepting applications. To search for an open position, please go to http://prolific1.appone.com

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