Real Time Analyst

Monitoring real-time adherence and providing scheduling support, the temporary Remote Real-Time Analyst will work closely with Operations to ensure staffing targets are met while producing reports and addressing agent performance metrics. Key responsibilities Provide real-time scheduling and contact flow support in a multi-client environment Monitor and maintain real-time adherence through direct communication with agents Produce regular reports for Operations and Workforce Management to inform staffing decisions Required qualifications High School Diploma / GED At least 2 years of experience in contact center workforce management or operations support Strong knowledge of workforce management tools (e.g., Five9, Serenova, IEX/NICE) Intermediate experience with spreadsheets (e.g., MS Excel, Google Sheets) Ability to work a flexible schedule, including nights and weekends