Real Time Analyst (EST:DE, FL, GA, KY,MD, ME, MI, TN, VA)

Title : Real Time Analyst
Location : Remote | Must work in one of the following states: DE, FL, GA, KY,MD, ME, MI, TN, VA)
Job Type : Contract-to-Hire
Compensation : $19.86 - $31.20/hr
Industry: Health Insurance
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About the Role
Our client, a leading organization in the healthcare and health insurance industry, is seeking a detail-oriented Real-Time Analyst to support their contact center operations. This role is responsible for optimizing call center performance by monitoring real-time activity, ensuring proper staffing levels, and helping maintain service level targets.
Working within a fast-paced, data-driven environment, the Real-Time Analyst plays a critical role in workforce management, helping align operational resources with business expectations to deliver high-quality service to members and customers. Job Description
The Real-Time Analyst is responsible for monitoring and managing real-time inbound call traffic and agent performance within a contact center environment. This role leverages call management and workforce tools to ensure optimal service levels, staff adherence, and efficient resource allocation.
Key responsibilities include:

• Monitor real-time call volume, queue activity, and service levels, making adjustments as needed to maintain performance targets
• Track and manage agent adherence using workforce management tools to ensure schedule compliance
• Identify and escalate potential service level risks or operational issues
• Collaborate with leadership to provide recommendations on staffing adjustments, schedule modifications, and time-off approvals
• Perform administrative functions through a ticketing system, including building agent profiles and updating schedules
• Analyze trends and provide insights to improve workforce planning and operational efficiency
• Communicate clearly and professionally with supervisors and leadership regarding real-time performance and recommended actions

Schedule:

• Flexible between 7:00 AM – 6:00 PM CST

Qualifications
Required

• High school diploma or equivalent
• Minimum of 3 years of related work experience
• Prior experience in a call center Real-Time Analyst or Workforce Management role
• Proficiency in Microsoft Office Suite, including Excel, Word, and Outlook
• Strong organizational, analytical, and problem-solving skills
• Ability to manage multiple priorities, meet deadlines, and maintain attention to detail in a fast-paced environment
• Clear and professional communication skills, with the ability to interact with supervisor-level management

Preferred Qualifications

• Experience with workforce management and contact center tools such as Five9 and Verint
• Experience using ServiceNow or similar ticketing systems
• Background supporting healthcare or insurance contact center operations

Benefits
Dahl Consulting is proud to offer a comprehensive benefits package to eligible employees that will allow you to choose the best coverage to meet your family’s needs. For details, please review the DAHL Benefits Summary:  How to Apply
Take the first step on your new career path!  To submit yourself for consideration for this role, simply click the apply button and complete our mobile-friendly online application. Once we’ve reviewed your application details, a recruiter will reach out to you with next steps! Equal Opportunity Statement
As an equal opportunity employer, Dahl Consulting welcomes candidates of all backgrounds and experiences to apply. If this position sounds like the right opportunity for you, we encourage you to take the next step and connect with us. We look forward to meeting you!
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