Offer summary

Qualifications:

High school diploma or equivalent required; Associate’s or Bachelor’s degree in business, analytics, or related field preferred., 1–2 years of experience in a call center environment, with a preference for workforce management or real-time analysis experience., Strong analytical and problem-solving skills, with keen attention to detail., Excellent communication and interpersonal abilities, capable of providing real-time feedback..

Key responsibilities:

Monitor real-time call center performance using workforce management tools and dashboards.

Track call volumes, agent availability, and queue activity to ensure operational efficiency.

Identify and respond to performance issues, making real-time decisions to meet service level goals.

Communicate with call center agents and supervisors to resolve issues and coordinate breaks or shift changes.

Job description

As a Call Center Real-Time Analyst (RTA), you’ll be a key player in ensuring our call center operates smoothly and efficiently. Acting as a live performance monitor, you will play a crucial role in optimizing agent performance, maintaining service levels, and supporting quality behavioral health access for our clients.

Key Responsibilities

Monitor real-time call center performance using workforce management (WFM) tools and dashboards.
Track call volumes, agent availability, schedule adherence, and queue activity to ensure operational efficiency.
Identify and respond to performance issues as they arise—making real-time decisions and adjustments to meet service level goals.
Communicate directly with call center agents and supervisors to resolve immediate issues, offer on-the-spot coaching, and coordinate breaks or shift changes.
Analyze intraday trends and provide actionable insights to management for staffing and process improvements.
Collaborate closely with the scheduling and operations teams to ensure forecast alignment and effective resource utilization.
Document and report deviations from performance metrics, system outages, or operational disruptions.
Support a culture of accountability and excellence by helping maintain high-quality service delivery.

Qualifications

High school diploma or equivalent required; Associate’s or Bachelor’s degree in business, analytics, or related field preferred.
1–2 years of experience in a call center environment; prior experience in workforce management or real-time analysis is strongly preferred.
Familiarity with Five9 and WFM applications that integrate with it is preferred.
Direct experience establishing new clients is preferred.
Strong analytical and problem-solving skills, with keen attention to detail.
Excellent communication and interpersonal abilities; capable of providing real-time feedback in a professional and constructive manner.
Ability to thrive in a fast-paced, high-volume environment with shifting priorities.
Proficient in Microsoft Office Suite, especially Excel.

Explore The Advantages Of Joining Our Team

Enjoy competitive compensation and a wide range of benefits, including medical, dental, vision, low-cost virtual care, dependent and domestic partner coverage, 401K, and more, designed to support your well-being and financial security.
Immerse yourself in a community united by a deep commitment to enhance mental health and revolutionize patient care.
Embrace a journey of continuous learning, guided by seasoned professionals, fostering your career growth in a nurturing environment.
Play a pivotal role in reshaping behavioral health, with your efforts directly improving patient lives.
Thrive in an environment that celebrates collaborative success, driven by effective communication and unity.
Receive comprehensive onboarding and ongoing educational resources, tailored to cultivate your talents and assure your triumph in your role.

Transformations Care Network is an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

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