Real Time Analyst - Workforce Management

Job Summary:

The Real Time Analyst, Workforce Management, is responsible for monitoring and managing Contact Center performance in real time to ensure Service Levels, Staffing Alignment, and Operational Objectives are consistently achieved. The role collaborates closely with Operations, including in-house teams and vendor partners, as well as client partners, to identify performance variances, deliver actionable insights, and support timely operational decisions that enhance service quality and customer satisfaction.

Roles and Responsibilities:

• Monitor Real-Time Operational Performance, Including Service Level KPIs, Staffing Levels, Schedule Adherence, Agent Non-Adherence Events, Queue Management Activities, and Exception Management.
• Execute Intraday Workforce Management activities to address workload fluctuations and support achievement of Service Delivery Objectives.
• Proactively identify performance risks, Service Level impacts, and staffing variances, providing timely recommendations to the Partners.
• Coordinate and implement real-time staffing interventions, including resource reallocation and intraday adjustments to maintain operational effectiveness.
• Analyze Workforce and Operational performance trends to provide meaningful insights and support data-driven decision-making.
• Prepare and communicate real-time and intraday performance updates, reports, and recommendations.
• Support operational response activities during volume spikes, system outages, and business disruptions to minimize customer impact and maintain service continuity.
• Collaborate with Operations teams, including in-house and vendor partners, to ensure alignment between workforce performance and business objectives.
• Contribute to workforce management best practices and ensure adherence to established governance standards.

Qualifications:

• Bachelor's degree or equivalent combination of education and relevant work experience.
• 2–4 years of experience in Workforce Management, Real-Time Workforce Management and demonstrated exposure to Contact Center Operations environments supporting contact center operations.
• Hands-on experience with Workforce Management tools such as NICE, Verint, Aspect, Genesys, or other industry-standard WFM platforms.
• Familiarity with contact center technologies and telephony platforms such as Avaya, Cisco, Amazon Connect, Five9, or equivalent systems.
• Strong understanding of Contact Center operations, systems, and end-to-end Call Center environments.
• Intermediate to advanced level proficiency in reporting tools and Microsoft Office applications, with ability to work across analytical and reporting tasks.
• Effective verbal and written communication skills, with the ability to engage stakeholders and influence operational outcomes effectively.
• Demonstrated ability to manage multiple priorities, adapt to changing business conditions, and perform effectively in a fast-paced environment.
• Strong customer focus with a solid understanding of service delivery objectives and customer experience outcomes.

Benefits:

Competitive Salary

Night Shift

HMO plus 1 free dependent

Life Insurance