- Real Time Analyst/Intraday Specialist
- Monitor real-time ACD reports and dashboards
- Manage skilling profiles within Five9 Administrator
- Administer intraday schedule changes
- Make recommendations to leaders to increase occupancy or service levels
- Communicate identified risks to leadership and team members
- Complete assigned helpdesk tickets within established SLA
- Report contact center and agent performance to team leaders
- Assist planning analyst when necessary
Desired Skill:
- experience preferred or any Five9 ACD/IVR/Dialer (application tool) – international -us out bond dialer (kind of voice process)
- Experience in contact center and outbound dialer management
- Experience in a mortgage servicing environment
- Experience managing large-scale projects and service providers
real time analyst.
- posted 1 day ago
- closes 25 april 2026
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