Real-Time Analyst (Local Account)

Key Responsibilities: Monitor agent status in real-time.Monitors inbound operations to ensure optimal staffing levels.Evaluate adherence and take immediate action to improve performance.Facilitates real-time discussions with necessary stakeholders.Responsible in processing the hourly, daily, weekly, monthly schedule adherence reportsAdministers volume contingency action plans as deemed necessary and appropriate.Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.Assist with creation if metrics and targets for servicesWork closely with the operations team to analyze and help improve their delivery processesGenerate ideas for process and service improvement planningUse trends and reports to forecast requirementsAssist with projects and other duties as requested or assigned Basic Qualifications At least college degree, any fieldPrevious call center experience requiredAttention to detail and high level of accuracyKnowledge and experience in Automatic Call Distribution (ACD), forecasting and scheduling is advanceAbility to prioritize workload, meet deadlines and perform multiple tasks with attention to detailWith working experience creating MS excel reports and templatesStrong organizational skills and with good analytical skillsAble to communicate professionally - oral and writtenOrganized with the ability to quickly and effectively adapt to changeExcellent attendance recor
Why Join Us? At Support Services Group, we're more than just a workplace — we're a community dedicated to excellence. When you join our team, you'll have the opportunity to grow both personally and professionally, with ample room for advancement and skill development.

Company Description: Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.