Real Time Analyst

LOCATION

Remote Work-at-Home

POSITION OVERVIEW

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

 

We are looking for a proactive and detail-oriented Real-Time Analyst to join our workforce management team. This role is crucial in ensuring optimal staffing levels and efficient call handling within our contact center. The ideal candidate will be responsible for monitoring real-time call volumes, managing agent availability, analyzing performance data, and making real-time scheduling adjustments. This position requires strong analytical skills, adaptability, and the ability to make quick decisions to maintain service level objectives.

 

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Monitor real-time call volumes to ensure service levels are met.

• Track agent availability and adjust schedules as needed to manage call traffic efficiently.

• Oversee call queues to ensure customer interactions are handled effectively.

• Analyze real-time data to identify trends and performance issues.

• Prepare and distribute real-time performance reports to management and stakeholders.

• Make real-time adjustments to agent schedules based on call volume and staffing needs.

• Assist in developing short-term and long-term forecasts for call volumes and staffing requirements.

• Stakeholder Communication: Collaborate with team leaders and management to address operational issues.

• Respond to unexpected events and emergencies to minimize service disruptions.

• Detect inefficiencies and recommend process improvements to enhance operational efficiency.

• Implement industry best practices for real-time monitoring and workforce management.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Associate’s or Bachelor's degree in Business, Statistics, or a related field.

• 2-3 years of experience in real-time monitoring, report analysis, and workforce management within a call center environment.

• Experience in a call center or customer service environment.

• Proficiency in workforce management tools such as IEX, Beeline, CMS, Aspect, etc.

• Strong understanding of data analysis and performance metrics.

• Knowledge of forecasting, planning, and scheduling calls or work volumes.

• Excellent analytical and problem-solving skills.

• High level of accuracy and attention to detail.

• Effective verbal and written communication skills.

• Strong interpersonal skills to work collaboratively with team members and manage relationships.

• Ability to adapt to changing environments and handle multiple tasks simultaneously.

• Initiative to take ownership of tasks and work with minimal supervision.

CONDITIONS OF EMPLOYMENT

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.  Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening.  Job offers are contingent on drug screening results. (Does not apply in Canada)

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

 

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

 

What You Can Expect from MCI:We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you