(WFO) - Real-Time Analyst - San Antonio

OneTouch Direct is not your typical Call Center. Founded in 1998, we have since grown into one of the most preeminent providers of contact center solutions in the nation. We work with Fortune 500 companies providing useful products and excellent service. We are a seamless extension of our clients while building an internal culture that stands out above the rest.

OneTouch Direct is currently seeking a Real-Time Analyst for our San Antonio location. As a Real-Time Analyst, you will be responsible for monitoring and managing real-time performance metrics and ensuring optimal workforce utilization for our call center operations.

Key Responsibilities:

• Monitor real-time call center and agent performance metrics
• Identify and respond to trends and issues that may impact service levels
• Adjust staffing levels and schedules to meet service level objectives
• Manage real-time adherence to schedules and handle...