Customer Service Real-time Analyst

Accountabilities:
The Customer Service Real-time Analyst is responsible for ensuring service reliability through proactive monitoring, workforce optimization, and operational reporting. This role requires strong analytical thinking, attention to detail, and the ability to make timely recommendations in a dynamic environment. Monitor real-time contact center performance metrics, including service levels, average handle time, average speed of answer, occupancy, abandonment, backlog, and schedule adherence. Identify emerging performance risks through data analysis and AI-supported insights, prioritizing actions that protect customer experience and operational stability. Execute intraday workforce adjustments related to staffing changes, demand fluctuations, absenteeism, outages, and unexpected operational challenges. Analyze workforce capacity, skill alignment, and queue requirements to recommend effective resource allocation strategies. Conduct root-cause analysis to identify drivers behind performance gaps and collaborate with cross-functional teams on sustainable solutions. Create dashboards, reports, and executive updates that communicate performance trends, risks, actions taken, and recovery plans. Support continuous improvement initiatives by documenting operational decisions, analyzing outcomes, and improving workforce processes. Partner with operations, technology, training, and workforce management teams to enhance service delivery and scalability. Leverage AI-enabled analytics and automation tools responsibly to improve reporting efficiency, anomaly detection, and decision-making quality. Requirements: The ideal candidate brings strong workforce management expertise, analytical capability, and the ability to communicate insights clearly to diverse stakeholders. They should be comfortable balancing operational priorities, customer needs, and compliance requirements. Minimum of 5 years of experience in workforce management, contact center operations, or a related analytical role focused on queue performance and scheduling optimization. Advanced knowledge of workforce management concepts, including forecasting, scheduling, adherence, shrinkage, service levels, queue routing, and intraday performance management. Strong proficiency in Microsoft Excel and PowerPoint, with experience transforming data into actionable dashboards and leadership presentations. Experience using workforce management and contact center platforms such as NICE CXone, Verint, Aspect, Avaya, Genesys, or similar technologies. Ability to use AI-powered analytics and automation tools while validating outputs, protecting sensitive information, and maintaining accountability for decisions. Strong problem-solving, communication, and influencing skills with the ability to remain calm and effective under pressure. Ability to analyze complex operational data and translate findings into clear recommendations and actions. High school diploma or equivalent required; an Associate degree in Business Analytics or a related discipline is preferred. Workforce management certifications such as Certified Workforce Planning Professional (CWPP) or Project Management Professional (PMP) are considered a plus. Strong adaptability, collaboration skills, and commitment to continuous improvement. Benefits: Competitive compensation package. Remote work flexibility. Comprehensive medical, dental, and vision insurance coverage. 401(k) matching program. Paid time off and wellness-focused benefits. Access to wellness programs, healthcare resources, and employee support initiatives. Opportunities for professional growth, learning, and skill development. Mission-driven work environment focused on improving healthcare access and patient experiences.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
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