Real Time Analyst

What We Need

Corpay is currently looking to hire a Real Time Analyst within our Comdata division. This position falls under our Corpay line of business and is a remote position. In this role, you will be responsible for monitoring real-time operations and ensuring that service level agreements (SLAs) are met. This role involves analyzing data trends, providing insights, and making recommendations to enhance efficiency and improve customer service delivery. This role will report to the Manager, Workforce Management. This position will be 3rd shift ( Remote) or Hybrid in our Perimeter Hill, TN office. 

Role Responsibilities

• Real-Time Monitoring: Monitor call volume, staffing levels, and service metrics to ensure optimal performance and adherence to SLAs.
• Data Analysis: Analyze data trends and patterns to identify opportunities for process improvement.
• Reporting: Generate and distribute real-time performance reports to management and team leaders.
• Communication: Act as the liaison between operational teams, management, and other departments to address staffing needs and service level issues.
• Decision Making: Make informed decisions regarding resource allocation, including adjustments to staffing based on real-time data.
• Problem Solving: Identify and resolve operational issues quickly to minimize service disruption.
• Training and Support: Provide guidance and training to staff on performance expectations and operational processes.
• Incident and Downtime Tracking: Serve as the primary point of contact between the Command Center, IT and BPOs for the escalation of tickets related to software or platform downtime, as well as agent computer issues.

Qualifications & Skills

• Education: Bachelor’s degree in business administration, Operations Management, or a related field (preferred).
• Experience:  4+ years’ experience in a call center or similar environment, preferably in a real-time analyst role.
• Skills:
• Strong analytical and problem-solving skills.
• Proficiency in data analysis tools and software (e.g., Excel, NICE WFM software).
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and make quick decisions.

Working Conditions:

• May require working evenings, weekends, or holidays based on operational needs.
• Fast-paced, high-pressure environment.

Benefits & Perks   

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401k plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including: major holidays, vacation, sick, personal, &volunteer time
• Employee discounts with major providers
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

This hourly range is provided for locations which require such disclosure. Where a position or applicant may fall in a particular wage range varies depending on a number of factors, including but not limited to skill sets, experience, training, licensure and certifications (if applicable), and other business and organization needs.  The disclosed range has not been adjusted for the applicable geographic markets.  At Corpay, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case.  An estimate of the minimum and maximum hourly range is 20.00-25.00/hour. 

Equal Opportunity/Affirmative Action Employer 

Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department. For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency.

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