We are looking to hire a Real-Time Analyst to be part of the Customer Service Division. The RTA will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming call volume. This position is responsible for monitoring, measuring and analyzing operational call center performance and progression metrics in by utilizing out WFM systems and standardized protocols to ensure each component combines seamlessly for all stakeholders. This position will have high visibility to all the internal operations teams and third-party organizations.

The selected individual will be responsible for helping manage and support the department's mission to provide timely and accurate information to the public and internal audiences on utility projects, services, programs and consumer responsibilities. Efforts will focus on helping coordinate and lead communications efforts on the department's numerous utility work projects. Work will include coordinating with internal and external project managers to ensure effective partnerships and stakeholder notifications.

Qualifications

• Bachelor's degree in business, statistics, or a related field preferred
• Proven experience in real-time monitoring and analysis within a contact center
• Proficiency in contact center software and workforce management tools
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions quickly
• Excellent communication skills, both written and verbal, with the ability to convey complex information clearly and concisely
• Detail-oriented with the ability to multitask effectively in a fast-paced environment
• Knowledge of call center operations, including key performance indicators (KPIs) and service level agreements (SLAs)