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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.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in workforce management and operations support, with a strong focus on data analysis and reporting using advanced Microsoft Excel skills. Proven ability to manage call center operations and improve delivery processes through effective collaboration and attention to detail.
Highest-signal resume keywords
Workforce ManagementMicrosoft ExcelReport GenerationCall Center ExperienceAttention to Detail
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Advanced Excel SkillsVBA MacrosReport CreationForecastingData Analysis
Soft Skills
Sound Work EthicsMulti-taskingFocusAccuracy
Tools & Technologies
IEXCMSAvayaSymposiumBlue Pumpkin
Industry Keywords
Workforce OperationsCall Volume ManagementAttendance ManagementPTO AllocationDelivery Process Improvement
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