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Call Center Real-Time Analyst

Providence, RI 02907

Posted: 06/30/2025 Employment Type: Temp Industry: Professional Job Number: 1237002

Job Description


Now Hiring: Call Center Real-Time Analyst

Location: Cumberland, RI (Hybrid – 3 days in office, 2 remote)
Pay: $30–$40/hr (based on experience)


Are you the type of person who thrives on keeping things running just right?

We're on the lookout for a Call Center Real-Time Analyst to join our client’s Workforce Management team. You’ll play a crucial role in keeping their contact center humming — balancing call queues, tracking agent performance, and making real-time decisions that impact our customer experience in a big way.

 

What You’ll Be Doing:

  • Watching queues to make sure hitting service level targets are met

  • Escalating long calls and absences to managers (you’re the eyes and ears of the contact center!)

  • Working hand-in-hand with vendor partners to keep things smooth and efficient

  • Making smart, on-the-fly schedule tweaks to fix coverage gaps

  • Reporting on daily staffing and call forecast updates

  • Using historical data to help forecast and adjust in real-time

 

What You Bring to the Table:

  • At least 1 year of contact center experience

  • Strong written and verbal communication skills.

  • Familiarity with workforce tools like Calabrio, Verint, or NICE

  • Understanding of ACD systems and scheduling/forecasting software

  • Proficient in Microsoft Office.

  • High school diploma required; associate or bachelor’s degree = a nice bonus!

 

What You Get:

  • A hybrid schedule

  • A well-respected company that values work/life balance

  • Competitive pay ($30–$40/hr depending on experience)

 

This is a temporary position expected to last AT LEAST 1 year, possibly longer!

 

If you're analytical, adaptable, and thrive in a fast-paced environment where real-time decisions matter, we encourage you to apply.
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About Providence, RI

Ready to embark on an exciting career journey in the vibrant city of Providence, Rhode Island? Explore our job opportunities in the heart of this charming city known for its historic architecture, renowned universities, and thriving arts scene. With exceptional dining options like Federal Hill's renowned Italian restaurants, the stunning WaterFire art installation, the captivating performances at the Providence Performing Arts Center, and the scenic Roger Williams Park for outdoor adventures, Providence offers a unique blend of culture, history, and opportunities for personal and professional growth. Join us in discovering the career possibilities this enchanting city has to offer!
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CEO Letter

As a staffing and recruitment professional for over 30 years, I have seen many changes in the industry. Over that time, I ve witnessed a transformation in the way organizations view staffing services. Today, we see more and more companies using staffing services as a strategic tool, rather than just for temporary fill-ins.

At HTSS, Inc., our focus is on helping companies create proactive workforce plans. Our goal is to help our clients use staffing strategically to increase capacity, overcome hiring freezes, access specialized talent, better manage increased workloads, and enhance overall productivity.

For our candidates, we help to uncover truly rewarding job opportunities jobs that are a match to each candidate s skills, and jobs that offer key experience and growth potential.

We look forward to strengthening our relationships with our current clients and candidates, as well as forming new and exciting partnerships in the future.

Sincerely,

Pat Howells
President
HTSS, Inc.