Information TechnologyFull-TimeEntry-level(0-1 yr)
Job Description
Role Overview
Solvo is seeking a Real-Time Analyst to join our team. In this role, you will monitor real-time performance and contact center KPIs, manage service levels, and coordinate workforce allocation throughout the day. You will play a crucial role in identifying operational risks, adjusting staffing plans, and driving overall operational efficiency and SLA compliance.
Responsibilities
Monitor real-time performance and contact center KPIs.
Manage service levels and workforce allocation throughout the day.
Identify operational risks and provide immediate solutions.
Adjust staffing plans to meet changing business demands.
Generate performance reports and analyze trends.
Collaborate with operations leaders to drive efficiency and SLA compliance.
Escalate critical issues and support business continuity.
Requirements & Qualifications
Experience as a Real-Time Analyst (RTA), Workforce Management Analyst, or similar role.
Strong analytical and problem-solving skills.
Knowledge of contact center metrics, service levels, and workforce management practices.
Experience with tools such as NICE, Verint, IEX, or similar WFM platforms.
Excellent communication and stakeholder management skills.
Ability to thrive in a fast-paced, data-driven environment.
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