Real Time Analyst

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🕒 Novembro 1, 2025

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Career Developers, Inc.

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11 - 50 funcionários

Fundada em 1994

Career Developers, localizada em West Palm Beach, tem atendido a área metropolitana de NY por 3 décadas! Somos uma agência experiente, de serviço completo, proporcionando colocação permanente, bem como serviços de consultoria/contratação. Recrutamos para os seguintes setores: Tecnologia da Informação, Contabilidade, Marketing e Recursos Humanos para uma variedade de pequenas start-ups e clientes de médio porte em toda a área de Nova Jersey/Nova York. Temos nos concentrado ultimamente em Fintech, Adtech, Health Tech e outras start-ups menores em rápido crescimento. Desde nossa criação em 1994, nosso objetivo principal tem sido construir relacionamentos, estabelecer parcerias e ajudar nossos clientes e candidatos a alcançarem seus objetivos finais.

Descrição

• Utilize core WFM methodologies to manage operational changes in workload and shrinkage deriving from internal and external factors; • Monitor internal system influences on staff requirements and drive workforce changes that meet the business needs; • Monitor external factors that may impact workload volumes; calculate potential business impacts from these external factors; communicate action plans to the business that address the change in staffing requirements; lead the business through changes in workforce needs; • Track system issues and assess the impact on operational performance; troubleshoot system problems with users; direct widespread system issues to the proper support team and manage the resolution back to the business; • Develop operational staffing strategies for short-term business planning through the use of WFM staffing principles and methodologies; • Act as the principle communication link between operational planning teams and the frontline business management team; • Ensure contact center staff are utilized to provide optimum service levels for customers while contributing to a favorable work environment for employees; • Perform analysis of operational resources pre & post hoc and report to leadership staff.

🎯 Requisitos

• Knowledge of call center dynamics, including workforce staffing methodology & strategies • Working knowledge of Workforce Planning software (i.e. NICE, Verint,Teleopti, etc) preferred • Working knowledge of Lucent CMS, Cisco IPCC or other telephony platform preferred • Must be flexible, able and willing to work different shifts if needed • Certified in Workforce Planning a plus. • Intermediate to advanced knowledge of Excel a plus

🏖️ Benefícios

• Flexible work arrangements