Workforce Real-Time Analyst
We are seeking a detail-oriented and proactive Workforce Real-Time Analyst to join our
team. This role will be responsible for monitoring and managing real-time contact center performance to
ensure service level objectives are met. The ideal candidate will have strong analytical skills, excellent
communication abilities, and a proven track record of managing real-time workforce activities.
Responsibilities:
Real-Time Monitoring:
o Monitor real-time contact center performance metrics (e.g., call volume, handle time,service level, occupancy).
o Identify and respond to real-time deviations from forecasted performance.
o Utilize workforce management (WFM) tools to track agent activity and adherence.
Schedule Management:
o Make real-time adjustments to agent schedules to optimize staffing levels.
o Manage agent time-off requests and schedule changes.
o Coordinate with team leaders and supervisors to address staffing needs.
Performance Analysis:
o Analyze real-time data to identify trends and patterns.
o Provide timely reports and updates on contact center performance.
o Recommend and implement strategies to improve service level and efficiency.
Communication and Collaboration:
o Communicate effectively with team leaders, supervisors, and agents regarding real-time
performance and schedule changes.
o Collaborate with WFM and operations teams to ensure optimal staffing and service
delivery.
o Provide clear and concise communication during high volume periods.
Incident Management:
o Monitor for and react to unexpected call volume spikes, or system outages.
o Communicate with IT and other support teams to resolve issues.
Qualifications:
Bachelor's degree or equivalent experience in a related field.
Proven experience in a real-time workforce management role.
Proficiency in using workforce management (WFM) software (e.g., Verint, NICE, Calabrio).
Strong understanding of contact center metrics and KPIs.
Excellent analytical and problem-solving skills.
Strong communication and interpersonal skills.
Ability to work in a fast-paced and dynamic environment.
Microsoft Office.
o External - Proficient on Microsoft Office and Intermediate to Expert level for Excel
o Internal - Proficient on Microsoft Office and Beginner to Intermediate Level for Excel