Real-Time Analyst (WFM)

We are seeking a detail-oriented and analytical Real-Time Analyst (RTA) to join our Workforce Management team. The ideal candidate will be responsible for monitoring live operations, managing intraday staffing, and ensuring service level targets are consistently met across all queues.

This role requires strong analytical skills, advanced Excel proficiency, and the ability to communicate effectively with operations teams in a fast-paced contact center environment.

Key Responsibilities

• Monitor real-time queue performance, agent adherence, and service levels.
• Track key KPIs including Service Level (SL), AHT, ASA, Occupancy, and Shrinkage.
• Manage intraday staffing adjustments such as breaks, overtime, training, and schedule changes.
• Identify and escalate risks impacting service levels to operations leadership.
• Prepare and maintain real-time and intraday performance reports.
• Use Excel to analyze data, create dashboards, and generate daily reports.
• Collaborate with Team Leads and Operations Managers to optimize workforce performance.
• Ensure schedule adherence and minimize service disruptions.
• Provide timely alerts (within defined SLA) on performance deviations.

Requirements

• 1–3 years of experience in Workforce Management, Real-Time Analysis, or Contact Center Operations.
• Strong understanding of WFM metrics (SL, AHT, ASA, Occupancy, Shrinkage, Adherence).
• Advanced Excel skills (Pivot Tables, VLOOKUP/XLOOKUP, formulas, reporting).
• Experience in BPO or contact center environment is preferred.
• Strong analytical and problem-solving abilities.
• Excellent communication skills in English (written & verbal).
• Ability to work in a high-pressure, fast-paced environment.

Preferred Qualifications

• Experience with WFM tools (Genesys, NICE, Verint, or similar).
• Exposure to forecasting, scheduling, or capacity planning.
• Familiarity with intraday management processes.
• Basic understanding of dashboards and reporting automation.

What We Offer

• Competitive salary package
• Growth opportunities in Workforce Management
• Exposure to international clients and operations
• Dynamic and collaborative work environment

Job Type: Full-time
Location: Johar Town, Lahore (On-site)

Pay: Up to Rs120,000.00 per month

Application Question(s):

• How many years of experience do you have in Workforce Management, Real-Time Analysis, or a contact center environment? Please specify your role.
• Are you comfortable working in evening/night shifts aligned with US working hours?
• How would you rate your Excel skills (Basic/Intermediate/Advanced)?

Work Location: In person