Real Time Analyst

🕒 September 1

🦞 Maine – Remote

🦞 Maine – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧐 Analyst

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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NexRep, LLC

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2009

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

NexRep, LLC is a human-focused contact center solutions company that empowers a high-quality, high-performing virtual workforce. By providing work-at-home agents with state-of-the-art tools and technologies, NexRep enables them to deliver exceptional customer experiences across various communication channels. The company's mission is to create a socially responsible enterprise that engages and empowers agents, allowing for flexibility and a fulfilling work-life balance while consistently delivering superior results for clients.

📋 Description

• Monitor and report schedule adherence in real time using scheduling and time-tracking software and ACD real-time displays • Work closely with Operations to identify non-adherent agents and redirect them to the appropriate contact channel • Monitor agent work behaviors and address contact handle times or after-contact times exceeding defined thresholds • Monitor KPIs such as staffing and service levels to ensure contractual obligations are met • Provide feedback to the Workforce Management team and Operations • Provide real-time scheduling and contact flow support in a multi-client, multi-channel environment • Monitor and maintain real-time adherence through direct agent communication to achieve staffing targets • Monitor real-time contact volume across multiple queues and respond to changes related to staffing, wait times, and abandonment metrics • Provide regular reporting to Operations for business decision-making • Provide regular reporting to Workforce Management for future staff planning • Meet with the RTA Manager and other RTAs to align on coverage, duties, and reporting • Assist Operations in enforcing schedule adherence and contact time targets • Change agent skill associations as needed • Produce on-demand and historical reports as needed • Perform other duties as assigned

🎯 Requirements

• High School Diploma / GED • At least 2 years of work experience in contact center workforce management / operations support • Strong knowledge of workforce management tools (Five9, Serenova, Shiftboard, Socrates, IEX/NICE, client systems, etc.) • Intermediate experience with spreadsheets, including MS Excel and Google Sheets (writing functions, filtering, pivot tables, etc.) • Keen attention to detail and accuracy • Excellent organizational and time-management skills • Proven ability to multitask and monitor multiple queues or systems • Proven analytical and problem-solving skills • Ability to work with little supervision • Excellent computer skills and ability to navigate multiple systems without assistance • Excellent written and verbal skills to interact effectively with colleagues • Strong commitment to providing an exceptional customer experience • Ability to thrive in a fast-paced, dynamic, team environment • Process-minded approach and focus on improving workforce management processes and effectiveness • Ability to work a flexible schedule, including potentially nights and weekends • Evening, weekend, and holiday hours required to meet client needs

🏖️ Benefits

• Full-time, 40-hour position with 8-hour shifts • Flexible schedule options, including evenings, weekends, and holidays as needed