u/AquaflaskKatinko

Position: Real Time Analyst
Company Name: Global Administrators Inc.

- Voice Account
- 5x,xxx base salary
- 5 digit monthly allowance
- Special onsite night differential rate
- And many more!

Must Have:
- 3 years+ experience performing real-time analysis for Call Center operations
- Experience supporting a multi-skill, high volume contact center environment
- Experience with real-time dashboards and reporting tools
- Understanding of call center metrics (AHT, ASA, service level, occupancy, shrinkage, adherence, etc.)
- Understanding of forecasting and scheduling methodologies
- Proficient in MS Office applications, especially in Excel (pivot tables, formulas, data analysis)
- Strong communication skills (client facing experience in the US would be an advantage)

A Plus:
- US Benefits Administration experience with COBRA/Direct Bill, Retiree Counseling, Healthcare Exchange and/or Consumer Accounts
- Experience in workforce management

The Job:
- Monitor real-time performance against forecast, schedule, and service level targets
- Track key metrics (Service Level, ASA, AHT, Shrinkage, Adherence, Occupancy, etc.)
- Identify intraday gaps and surpluses and recommend corrective actions
- Execute real-time adjustments including (Schedule changes, Skill rebalancing, Overtime or VTO recommendations, Queue prioritization)
- Communicate performance risks and recovery plans to Operations leadership
- Partner with Workforce Planning, Scheduling, and Operations teams to align daily execution
- Manage exception handling for (System outages, Unplanned absences, Volume spikes or drops)
- Provide real-time reporting and intraday performance updates
- Document decisions, actions taken, and outcomes for post-day analysis
- Participate in continuous improvement initiatives to enhance real-time performance management

Interested? Send your resume to careers@globaladminco.con