Location: Sacramento, CA
Cap-Exempt H-1B Position — No lottery required
**Job Summary** #CA-SS The Real-Time Analyst monitors and analyzes contact center performance, including call volume trends, issue patterns, and key metrics, to deliver real-time insights, forecasts, and recommendations that support efficient operations. This role is responsible for adjusting staffing and resource allocation to maintain service levels while minimizing costs, as well as providing reports and actionable insights to leadership for both tactical and strategic planning. The analyst also maintains and supports SharePoint, ensuring documentation, dashboards, and team resources are accurate and up to date. Success in this role requires a strong understanding of workforce management (WFM) principles, proficiency with WFM tools, and excellent analytical, communication, and computer skills. **Apply By Date June 11, 2026 at 11:59PM** **Minimum Qualifications - For full consideration, applicants are encouraged to upload license and/or certification if required of the position** - Associates degree in related area and / or equivalent experience / training. - 3-5 years professional work experience in either higher education or data management systems. - Experience with WFM platforms such as Calabrio, NICE, Genesis, AWS and Aspect. - Demonstrated ability to work with others from diverse backgrounds. - Intermediate knowledge of related areas of IT. - Self-motivated and works independently and as part of a team. Able to learn effectively and meet deadlines. Demonstrates problem-solving skills. - General knowledge of business and process analysis functions. - Knowledge relating to software design. - Demonstrated testing and test planning skills. - Skills associated with analysis of processes and issues of moderate scope, information flow and architecture. - Demonstrated effective communication and interpersonal skills. - Interpersonal and communications skills to work with both technical and non-technical personnel at various levels in the organization. - Demonstrated