Simply Results Talent

Partner with clients to identify opportunities for CX modernization, workflow optimization, AI enablement, automation, and operational transformation Help customers navigate evolving customer experience strategies through the integration of technology, AI, human expertise, and global delivery models Drive adoption and expansion of strategic Liveops capabilities, including AI-enabled and platform-led solutions Translate industry trends, market dynamics, and emerging technologies into actionable recommendations for customers Serve as the voice of the customer internally to influence future innovation, solution development, and service strategy Identify opportunities for account expansion, new solution adoption, and long-term strategic growth Partner closely with Sales, Product, Professional Services, Technology, and Operations teams to align solutions with customer priorities and business objectives Support the development of outcome-based partnership opportunities and value-driven solution strategies Drive commercial growth through consultative relationship management and strategic business alignment Coordinate internal teams to ensure alignment between customer expectations, operational execution, and business outcomes Collaborate across Workforce Management, Talent Acquisition, Training, Operations, Professional Services, Technology, and Product teams to deliver seamless customer experiences Lead cross-functional efforts focused on continuous improvement, innovation, scalability, and operational excellence Influence internal priorities and decision-making based on customer needs, strategic opportunities, and market trends

Real Time Analyst

Location

USA Timezones

Posted

19 hours ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

Real Time Analyst

Simply Results Talent

Role Description The Real-Time Analyst (RTA) ensures optimal staffing and service level compliance across multiple queues by actively monitoring agent behavior in 30-minute intervals. This role requires dynamic queue management, proactive communication, and rapid response to client requests via Slack. The RTA is a key operational role that balances real-time analytics with human coordination to maintain performance and adherence standards. Qualifications - 1+ years in contact center operations, workforce management, or real-time monitoring. - Proficiency in Shiftboard, Slack, and WFM tools (e.g., Serenova, Amazon Connect) highly desired. - Strong analytical and decision-making skills. - Excellent written and verbal communication. - Ability to work independently in a fast-paced, remote environment. - Strong attention to detail and multitasking skills. - Experience managing agent commits and trades in Shiftboard preferred. - Familiarity with Slack etiquette and client-facing communication protocols. - Understanding of agent skilling and de-skilling workflows. - Comfort with real-time staffing tools and dashboards. Requirements - Track agent activity in 30-minute intervals using Shiftboard and internal dashboards. - Move agents between queues (e.g., Chat, Desktop) based on real-time demand and adherence status. - Place agents offline if they are not scheduled or committed for the current interval. - Monitor long calls and escalate when agents exceed expected durations. - Monitor designated client Slack channels for real-time requests and updates. - Respond to client inquiries with urgency and professionalism, maintaining tight turnaround expectations. - Coordinate with ARAs and program leads to ensure Slack communications are acknowledged and acted upon. - Use Shiftboard to manage agent commits, trades, and schedule adherence. - Ensure agents are properly skilled and assigned to the correct queues. - Monitor Tradeboard for released shifts and reassign as needed. - Enforce commit integrity—agents must honor scheduled blocks unless authorized otherwise. - Maintain logs of queue movements, adherence violations, and Slack interactions. - Provide daily summaries of staffing actions, agent status, and client communications. - Collaborate with Workforce Management (WFM) and Client Results teams to align staffing with forecasts. Benefits - Ability to sit or stand at a desk for extended periods of time while working on a computer. - Available for virtual meetings in a non-distracted environment. - Ability to work independently and meet deadlines. - Ability to work a flexible work schedule that includes days, nights, overnights, weekends, and holidays as needed to support US business hours.

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