TAG - The Aspen Group

Real Time Analyst – Short Term Capacity Planner

TAG - The Aspen Group

full-time

Posted on:

Location Type: Remote

Location: Colorado • United States

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Salary

💰 $65,000 - $72,000 per year

About the role

  • Monitor and analyze business operations in real-time, making adjustments and recommendations to improve service levels and staffing
  • Identify issues and opportunities that require immediate attention
  • Work closely with operations teams and other stakeholders to ensure effective and efficient service levels
  • Continuously monitor real-time contact center metrics
  • Set up and manage real-time alerts for deviations from established performance thresholds
  • Allocate resources such as agents and queues dynamically
  • Monitor and track agent adherence to schedules
  • Collaborate closely with contact center supervisors and leaders
  • Maintain detailed records of real-time actions taken
  • Participate in ongoing process improvement initiatives
  • Field Service Request handling, including PTO
  • Successfully produces weekly Schedules, maintaining these queues within requested Service Level Goals
  • Analyze historical and current data to make short-term adjustments to forecasting models
  • Act as an agent support specialist for operational requests
  • Troubleshoot basic software failures

Requirements

  • Proven experience in real‑time monitoring and analysis
  • Prior experience in process optimization and workflow management
  • Strong analytical thinking and attention to detail
  • Excellent decision‑making skills in fast‑paced environments
  • Proficiency in data analysis tools and software
  • Knowledge of industry‑standard real‑time monitoring technologies
  • Ability to work collaboratively with diverse teams and stakeholders
  • Strong communication skills to convey complex data insights effectively
  • Ability to adapt, shift priorities, and manage multiple tasks simultaneously
  • Advanced Excel proficiency, including experience with formulas, pivot tables, VLOOKUP/XLOOKUP, conditional logic, data modeling, and creating dynamic dashboards to support short‑term capacity planning
  • Basic understanding of CCT software, computer troubleshooting, and hardware installation; experience with inContact, Salesforce, and Microsoft a plus
Benefits
  • Medical, dental & vision benefits
  • Options for Flexible Spending Accounts and Health Savings Accounts.
  • 401K Investment Plan with employer match after 12 months of employment
  • Company paid holidays and paid time off/vacation
  • Thorough and intensive new hire training program and ongoing training and coaching
  • Phenomenal culture committed to supporting our employees to change the lives of those we serve
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
real-time monitoringdata analysisprocess optimizationworkflow managementadvanced Excelformulaspivot tablesVLOOKUPXLOOKUPdata modeling
Soft Skills
analytical thinkingattention to detaildecision-makingcollaborationcommunicationadaptabilityprioritizationmultitasking