(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 exceptions
• Collaborate with team leaders and managers to optimize workforce efficiency
• Provide recommendations for process improvements and strategies to enhance operational performance
• We are looking for candidates who have a strong analytical mindset, excellent problem-solving skills, and the ability to work in a fast-paced, dynamic environment.

Requirements

• Prior experience as a Real-Time Analyst in a call center environment
• Proficient in workforce management software and tools
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to multitask and prioritize effectively
• Detail-oriented with a high level of accuracy
• Flexibility to work in a 24/7 operation
• Knowledge of call center operations and performance metrics

Benefits

• Full-Time Hours: 40 hours per week schedule
• Supportive Environment: Classroom training, plus ongoing support for your success!
• Great workplace: Daily and weekly incentives to create a fun, competitive, and rewarding environment!
• Benefits: Health Care Plan (Medical, Dental & Vision)
• Growth: Opportunity for professional advancement as we grow!
• Culture: Diverse, welcoming culture with Employee Resource Groups