Shift Lead - Real Time Analyst
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Job Description
The Shift Lead - Real Time Analyst oversees the on-shift performance management of Call Center Agents and monitors sample throughput across our automated dialer systems. In this role, you will drive operational excellence by balancing real-time queue demands, maximizing agent productivity, and ensuring research calling campaigns meet daily and project-based production targets. You will serve as the frontline operational resource, translating performance metrics into real-time strategy adjustments and actionable coaching
Responsibilities
• Monitor on-shift performance in real time, balancing individual agent productivity with overall call center service levels.
• Dynamically reassign agents across queues and tasks based on live throughput, agent performance, and incoming demand.
• Assist with pre-shift sample queuing, set calling priorities, and partner with Production associates to ensure dialer sample flows smoothly and efficiently.
• Engage with individual agents and teams via chat and voice channels to maintain high morale and drive shift-wide motivation.
• Deliver clear, constructive feedback and real-time coaching to elevate individual and team output.
• Create and maintain on-shift seating and assignment charts to track active performance trends.
• Prepare and distribute pre-shift briefings, intraday updates, and comprehensive End-of-Day (EOD) production reports across all active calling accounts.
• Execute CATI-related administrative tasks, including setting up callbacks, resolving CATI data entry errors, and verifying sample accuracy.
• Synthesize shift performance data to deliver strategic recommendations and operational insights to Operations Leadership.
Requirements
Department: Operations
Function: General Business
Experience Level: Not Applicable