Real Time Analyst

Posted September 09, 2019


We encourage our people to "expect greater", reach further and live up to their individual potential. As a leader in the customer service call center industry we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, The Results Companies could be right for you!

The Results Companies is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

Position Overview

If you are looking to use your analytical skills to support operations to achieve their goals and maximize efficiency our Real Time Analyst role is right for you. As an Analyst in our Workforce management team, you will analyze historical data including past and current weeks performance while also identifying risks to create optimal scheduling Plans. Additionally, you will provide assistance by trouble shooting and communicating with management and clients.

Duties and Responsibilities
    • Analyze historical staffing reports daily
    • Create staff schedules based on operational needs and forecasting
    • Resolve problems and escalate client requests
    • Maintain agent information in systems
    • Serve as the main point of contact for Client data requests
    • Facilitate communications between IT teams and site management during crisis and outages


Qualifications
    • Has some knowledge of inbound contact center environment
    • Understands trend analysis and has an analytical mindset
    • Listens well and can probe, negotiate and problem solve effectively
    • Interfaces well with staff, managements, and client partners
    • Possesses exceptional verbal and written communication skills
    • Can multi-task in a professional manner
    • Is a team player and can focus on cross training and share responsibilities


The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability