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Real Time Analyst
Peak SupportReal-Time Analyst supporting daily workforce operations for Peak Support. Managing call volume and ensuring adherence to service level agreements within diverse teams.
Tech Stack
Tools & technologiesVBA
About the role
Key responsibilities & impact- Support daily workforce operations
- Manage call volume, break schedules, start/stop times, and attendance
- Work closely with operations team to improve delivery processes
- Generate daily, weekly, and monthly PTO allocations
- Manage daily operations bridge and ensure calibration with necessary needs
- Produce internal reports
- Use trends and reports to forecast requirements
- Assist with projects as assigned
Requirements
What you’ll need- Demonstrate sound work ethics
- Must have mid to advanced level Microsoft Excel / Google sheet skills – Including advanced formulas
- Proficiency of VBA Macros is a plus
- Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin is a plus
- Ability to create reports in Excel and forecast results
- Attention to detail and high level of accuracy
- Ability to multi-task, focus and complete reports for extended periods of time
- Previous call center experience REQUIRED
- Previous Workforce Management experience is considered an asset
Benefits
Comp & perks- Work from Home PLUS
- Exceptional team environment
- Tremendous opportunities for growth
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Advanced Excel SkillsVBA MacrosReport CreationForecastingData Analysis
Soft Skills
Sound Work EthicsMulti-taskingFocusAccuracy