Also called: RTA, Command Center Analyst
Watches a contact center's live dashboard all day and moves agents around to keep wait times short.
You see the hold queue for Spanish-speaking callers jump to 10 minutes, pull three bilingual agents off email and message supervisors to delay breaks.
Approximate: anchored on Bureau of Labor Statistics data for a broader job group.
High school diploma, about 1 year after high school. High school diploma; often promoted from agent.
Ways in: On-the-job training. Training cost: Get paid while you train.
Majors to look at: Business.
Growing about average. Steady in large contact centers.
High risk for 10 years. AI routing now moves agents and calls automatically in real time, which is most of this job.
Classes: Spreadsheets or computer applications, AP Statistics.
Official data: O*NET occupation 43-9061.
Career Universe is an early version. Pay, training and AI-risk figures are estimates to start your own research, not verified facts. The research was written with AI research assistants, checked by validation scripts and spot-checked by hand. Check anything important with schools, employers and official sources. How the numbers work.