Real Time Analyst Job Description

Company Overview:
OutPLEX connects brands with their customers by coupling conversational AI and human engagement experts for optimized customer experiences and increased ROI. Based in Fort Lauderdale, Florida, OutPLEX is an omnichannel provider for the business's customer support and sales needs. We develop, implement, and manage voice and digital CX solutions at scale for global brands across all industries.

Position Overview:
The Real-Time Analyst (RTA) is responsible for monitoring call center metrics and ensuring optimal performance in real-time. This role requires candidates with strong Excel skills for data analysis, and an ability to multitask in a fast-paced environment. Ability to adjust staffing levels, manages call routing, and collaborates with leadership to address performance issues. 

Requirements:

• Minimum of 6 months of experience in the call center industry.
• Proficiency in Excel for data analysis and reporting.
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Excellent communication and interpersonal skills.
• Detail-oriented with a high degree of accuracy in data analysis.
• Self-motivated and capable of working independently as well as part of a team.
• Knowledge of workforce management software is a plus.

Duties:

• Monitor real-time call center metrics to ensure optimal performance and service levels.
• Analyze data to identify trends, patterns, and areas for improvement in real-time operations.
• Adjust staffing levels and call routing to manage call volumes effectively.
• Collaborate with team leaders and managers to address performance issues and implement corrective actions.
• Generate and distribute real-time performance reports to relevant stakeholders.
• Utilize Excel to create and maintain dashboards, charts, and reports for data analysis.
• Participate in daily and weekly meetings to discuss performance metrics and strategies for improvement.
• Continuously seek ways to enhance real-time monitoring processes and tools.