Call Center Real-Time Analyst

Now Hiring: Call Center Real-Time Analyst

Location: Cumberland, RI (Hybrid – 3 days in office, 2 remote)
Pay: $30–$40/hr (based on experience)

Are you the type of person who thrives on keeping things running just right?

We're on the lookout for a Call Center Real-Time Analyst to join our client’s Workforce Management team. You’ll play a crucial role in keeping their contact center humming — balancing call queues, tracking agent performance, and making real-time decisions that impact our customer experience in a big way.

What You’ll Be Doing:

• Watching queues to make sure hitting service level targets are met

• Escalating long calls and absences to managers (you’re the eyes and ears of the contact center!)

• Working hand-in-hand with vendor partners to keep things smooth and efficient

• Making smart, on-the-fly schedule tweaks to fix coverage gaps

• Reporting on daily staffing and call forecast updates

• Using historical data to help forecast and adjust in real-time

What You Bring to the Table:

• At least 1 year of contact center experience

• Strong written and verbal communication skills.

• Familiarity with workforce tools like Calabrio, Verint, or NICE

• Understanding of ACD systems and scheduling/forecasting software

• Proficient in Microsoft Office.

• High school diploma required; associate or bachelor’s degree = a nice bonus!

What You Get:

• A hybrid schedule

• A well-respected company that values work/life balance

• Competitive pay ($30–$40/hr depending on experience)

This is a temporary position expected to last AT LEAST 1 year, possibly longer!

If you're analytical, adaptable, and thrive in a fast-paced environment where real-time decisions matter, we encourage you to apply.