Real Time Analyst, WFM

This role is responsible for real-time monitoring of workforce performance, ensuring schedule adherence, and preventing productivity leakages. It also involves intraday adjustments, reporting, and timely communication with stakeholders to maintain operational efficiency.

Qualifications

• Basic Qualifications
• 1-2 years of experience as a Real-Time Analyst or in a Workforce Management role.
  
  

Preferably from in an inbound sales environment.

Responsibilities

• Preventing Productivity Leakeages in real time
• Real – Time communication/Updates with all Stakeholders
• Ensuring Schedule Adherence, Maintaining Overall Attendance for all Department
• Performance Reporting
• Real-Time Monitoring
• Intraday Adjustments & Reporting
• Tool & System Monitoring:
• Communication & Alerts
• Provide real-time alerts for performance deviations and downtime
• Coordinate with IT or support teams to report and track system outages or agent issues affecting performance
• Schedule adherence and manage intraday staffing
• Monitor real-time queue performance, agent adherence, and contact center KPIs (e.g., Service Level, ASA, AHT, occupancy, shrinkage)
• Generating Incident Notification to All Stakeholders during Downtime
• EOD Reporting
• Extensive Data Analysis & reporting