Real Time Analyst

About You:

You thrive in a vibrant, entrepreneurial organization where your ideas are valued. You are motivated by goals, a self-starter, and enjoy wearing multiple hats in a fast-growing fintech environment.

Responsibilities

Monitor NICE Clearview and Real-Time Adherence across US and Canadian lines of business; identify agents who are late, absent, in the wrong AUX, over break, on unauthorized outbound activity, or otherwise out of adherence
Record absence, tardiness, technical issues, leave-early requests, and NCNS events; update NICE and UKG with the correct codes, timestamps, comments, and supporting documentation
Monitor calls waiting longer than 80 seconds, investigate stuck contacts, manage Spanish-call prioritization, and monitor digital chat, SMS, email, FORA, KOHO, and Pathward queues
Add or remove skills, dedicate agents to high-volume queues, ensure correct NICE profiles and skills, and alert operations through group chats and email when staffing gaps arise
Offer and document paid or unpaid VTO, solicit overtime when service levels require it, process shift swaps, vacations, holidays, and new-hire schedules
Schedule coaching, meetings, training, and e-learning; update NICE schedules, send invitations, avoid break conflicts, and maintain training trackers
Maintain attendance, intraday, late-agent, EIP/shrink/YTD, and dialer files; send WFM pulse-check reports at scheduled times using data from NICE, DOMO, and shared files
Run and monitor dialers for NC, PS, FORA/KOHO
Respond to questions from managers, team leads, trainers, SMEs, and agents; forward important attendance or absence notifications and communicate staffing or service-level risks to operations
Update schedules for specific month-end dates with U.S. and Canada stat holidays
Run forecasts by collecting historical data, applying forecast parameters, and analyzing for accuracy
Generate and publish schedules in 3-month blocks
Update vacations, biweekly team meetings, 1:1 coaching, shift swaps, and other offline activities
Review vacation requests for approval or refusal and update calendar files, NICE schedules, and UKG schedules as needed
Review future swap requests, update calendar files, and refresh NICE/UKG schedules
Assess staffing needs and create schedules for new hires, including updates to WEM skills, ACD skills, NICE rules, and UKG schedule patterns
Stay closely aligned with Operations on agent-related concerns, including accommodations and procedure updates

Requirements

Must have 2+ years of experience in a contact center environment
2+ years previous experience in a Workforce Management role as an RTA or Analyst
High level of accuracy, and problem-solving skills
Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
Organized with the ability to quickly and effectively adapt to change
Ability to multi-task, focus, and have excellent time management skills with the ability to work with minimal supervision
Ability to take initiative
Advanced level of proficiency in Microsoft Excel (advanced formulas, etc.), Word and Outlook
Flexibility to cover hours of operation in a 7-day week environment, if needed
Experience with NICE In-Contact, an asset
Outbound Dialer experience an asset