[Hiring] Real Time Analyst @Simply Results Talent

Role Description

The Real-Time Analyst (RTA) ensures optimal staffing and service level compliance across multiple queues by actively monitoring agent behavior in 30-minute intervals. This role requires dynamic queue management, proactive communication, and rapid response to client requests via Slack. The RTA is a key operational role that balances real-time analytics with human coordination to maintain performance and adherence standards.

Qualifications

• 1+ years in contact center operations, workforce management, or real-time monitoring.
• Proficiency in Shiftboard, Slack, and WFM tools (e.g., Serenova, Amazon Connect) highly desired.
• Strong analytical and decision-making skills.
• Excellent written and verbal communication.
• Ability to work independently in a fast-paced, remote environment.
• Strong attention to detail and multitasking skills.
• Experience managing agent commits and trades in Shiftboard preferred.
• Familiarity with Slack etiquette and client-facing communication protocols.
• Understanding of agent skilling and de-skilling workflows.
• Comfort with real-time staffing tools and dashboards.

Requirements

• Track agent activity in 30-minute intervals using Shiftboard and internal dashboards.
• Move agents between queues (e.g., Chat, Desktop) based on real-time demand and adherence status.
• Place agents offline if they are not scheduled or committed for the current interval.
• Monitor long calls and escalate when agents exceed expected durations.
• Monitor designated client Slack channels for real-time requests and updates.
• Respond to client inquiries with urgency and professionalism, maintaining tight turnaround expectations.
• Coordinate with ARAs and program leads to ensure Slack communications are acknowledged and acted upon.
• Use Shiftboard to manage agent commits, trades, and schedule adherence.
• Ensure agents are properly skilled and assigned to the correct queues.
• Monitor Tradeboard for released shifts and reassign as needed.
• Enforce commit integrity—agents must honor scheduled blocks unless authorized otherwise.
• Maintain logs of queue movements, adherence violations, and Slack interactions.
• Provide daily summaries of staffing actions, agent status, and client communications.
• Collaborate with Workforce Management (WFM) and Client Results teams to align staffing with forecasts.

Benefits

• Ability to sit or stand at a desk for extended periods of time while working on a computer.
• Available for virtual meetings in a non-distracted environment.
• Ability to work independently and meet deadlines.
• Ability to work a flexible work schedule that includes days, nights, overnights, weekends, and holidays as needed to support US business hours.