Avaya CMS Real Time Analyst

Description Real Time Analyst This role is crucial for the optimization of call resources and procedures to meet business expectations and service levels. The Real Time Analyst III will operate within a call management system to oversee and manage real-time inbound call traffic. This role also includes monitoring staff adherence within a workforce tool and performing administrative duties.Responsibilities: Operate and manage real-time inbound call traffic through a call management system Monitor staff adherence within a workforce tool to ensure alignment with business expectations and service levels Perform administrative duties through a ticketing system to construct agent profiles Make schedule modifications as required to support the contact center operating model Provide recommendations for time-off to maintain operational efficiency Use Microsoft Suite, including Excel, Word, and Outlook, for various tasks Prioritize workload to meet deadlines and perform multiple tasks with attention to detail Utilize strong organizational, problem-solving, and analytical skills to optimize call center operations Communicate clearly and professionally with supervisor level management Gain experience with Avaya CMS Supervisor and Avaya Workforce Optimization, as well as Cisco and Verint technologies.Requirements Mastery of Microsoft Office Suites, including Microsoft Excel, Word, and Outlook Proficiency in Call Center Operations to ensure smooth workflow Demonstrated analytical skills to interpret data and make strategic decisions Familiarity with real-time analytics and ability to make quick, effective decisions Proficiency in Cisco Technologies to support network operations Experience with Avaya CMS and Avaya for effective call center management Ability to prioritize workload efficiently to meet deadlines and targets Knowledge of Verint software for workforce optimization Experience in QA management to maintain quality standards Experience in workforce optimization to maximize efficiency and productivity Technology Doesn't Change the World, People Do.® Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .