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We are looking for a Real-Time Analyst to oversee real-time monitoring and ensure smooth operations for our customer service teams. In this role, you will track agent activities, manage intraday staffing levels and make real-time adjustments to meet SLAs and KPIs.

Key Responsibilities:

• Real-Time Monitoring: Track real-time call volumes, queue statuses and agent availability to identify and address issues promptly

• Real-Time Workforce Adjustment: Monitor and adjust workforce levels in real-time to adapt to changing demands and maintain service level;

• Real-Time and Daily Reporting: Help generate reports on real-time and daily performance metrics, including service levels, schedule adherence and absenteeism;

• Issue Resolution: Quickly identify and address any deviations from planned schedules or unexpected operational issues;

• Collaboration: Work closely with WFM, operations, and management teams to ensure alignment on staffing needs and operational adjustments. Provide feedback and suggestions to enhance scheduling and real-time management processes.

The ideal candidate should have:

• Proficiency in Microsoft Office, particularly Excel;

• Advanced English language skills (B2 proficiency or above);

• Bachelor’s degree;

• Strong analytical and problem-solving skills;

• Attention to detail and ability to multitask in a dynamic environment;

• A positive, solution-oriented attitude;

• A collaborative, team-focused approach.

Note: The working schedule for this position is Monday through Sunday, covering both morning and late shifts. The hiring process starts with a specific pre-hire test, before any interviews.

Why Join Us?

• Innovative Work Environment: Be part of a team that values creativity and fosters an environment where your ideas can flourish.

• Career Growth Opportunities: We invest in our team's development, providing avenues for career progression and skill enhancement.

• Impactful Contributions: Your role is pivotal in shaping positive customer experiences and contributing to the success of our dynamic organization.

• Recognition as a Most Loved Workplace®: Conduent has been certified as a Most Loved Workplace® this year, citing respect, collaboration, and a positive vision for the future as key cultural drivers.

• Internal Talent Development: Through our management development programs, approximately 70% of our Team Leader positions have been filled from our own associate talent pool.

• Long-Term Career Building: Over 25% of our associates have been dedicated members of our team for 5 years or more, showcasing the long-term commitment our employees choose to make.