WFM Real Time Analyst I

About the role

The Real Time Analyst will monitor and manage operational metrics in a contact‑center environment, ensuring service levels are met and workforce utilization is optimized. The role involves real‑time schedule adjustments, performance reporting, and collaboration with multiple teams to maintain efficient operations.

Key responsibilities

• Continuously monitor KPIs and service levels in real time.
• Track agent schedule adherence and take corrective actions.
• Make intraday schedule adjustments based on call volume and agent availability.
• Analyze data to ensure SLA compliance and implement improvement strategies.
• Generate regular and ad‑hoc performance reports.
• Collaborate on short‑term and long‑term workforce forecasts.
• Create and modify staff schedules aligned with forecasted demand.
• Communicate schedule changes and performance targets to supervisors and agents.
• Respond to emergencies such as technical issues or staff shortages.
• Utilize statistical techniques and predictive modeling to identify trends.

Required profile

• Bachelor’s degree in Statistics, Computer Science, Mathematics, Finance, Business, Accounting or related field.
• Minimum 1 year experience in real‑time management and monitoring.
• Strong problem‑solving abilities and ability to work with limited standardization.
• Excellent people skills and ability to work flexible day and night shifts.
• Experience interpreting reports and presenting information to management.