WFM Real Time Analyst

Shift Schedule: TBD

Helpdesk Customer Support – Workforce Analyst

1. Real-Time Queue & Agent Activity Monitoring
2. Workforce Forecasting & Capacity Planning
3. Agent Scheduling & Shift Management
4. Service Level Analysis & Performance Reporting
5. Digital Advertising Operations Support
6. Billing, Payment & Compliance Query Workforce Planning.
7. CRM, Ticketing & WFM System Administration
8. Shrinkage, Attrition & Absence Management
9. Communication, Coordination & Stakeholder Support
10. Continuous Improvement & Process Support

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Equivalent combination of relevant work experience and education will be considered for candidates with demonstrated WFM or BPO operations expertise.

• 2 years of professional experience in customer support, technical support, workforce management, or a related operations role.
• Experience within a BPO, digital advertising, or online marketing environment is strongly preferred.
• Prior exposure to workforce management, scheduling, real-time monitoring, or operational analytics is a meaningful advantage.
• Experience handling or supporting teams that manage billing, payment processing, or compliance-related customer queries is preferred

• Working knowledge of digital advertising concepts: campaign types, ad formats, billing structures, advertiser lifecycle, targeting options, and common support query categories.
• Familiarity with major advertising platforms such as Meta Business Suite, Google Ads, TikTok for Business, or similar — sufficient to understand the demand drivers that generate inbound support contacts.
• Understanding of how digital advertising calendar events (billing cycles, policy enforcement windows, product launches) create predictable contact volume patterns.

• Basic to working knowledge of workforce management principles: forecasting methodologies, capacity planning, shift scheduling, real-time monitoring, and service level management.
• Familiarity with WFM tools such as NICE IEX, Verint, Genesys WFM, Aspect, Calabrio, or similar scheduling and real-time monitoring platforms.
• Understanding of core WFM metrics: service level, occupancy, utilization, AHT, ASA, shrinkage, adherence, and their relationship to staffing and operational outcomes.

• Proficiency with CRM and ticketing platforms such as Salesforce, Zendesk, Freshdesk, or equivalent — with the ability to navigate queue views, extract performance data, and support workflow monitoring.
• Ability to manage and monitor multiple live interaction queues simultaneously, maintaining awareness of queue health and agent activity across channels.
• Comfortable working within omnichannel support environments spanning chat, email, and phone, with an understanding of how channel mix affects staffing and planning.

• Proficient in Microsoft Excel or Google Sheets for building staffing models, tracking schedules, managing data, and producing operational reports.
• Excellent written English with the ability to communicate scheduling decisions, workforce updates, and performance data clearly to both agents and management.
• Confident verbal communicator capable of conveying real-time staffing decisions and operational context to team leads and operations managers under shift pressure.

Interested and qualified Candidates should send their CV to est•••••••••••@gratitudeindia.com