Analyst, WFM Real Time Management
Core
Monitor intraday real-time service levels and agent performance across multiple sites and channels to ensure adherence to capacity and efficiency goals.
Role type
Analyst, Workforce Management Real-Time Management
Builds
Real-time operational adjustments, daily performance reports, and ad-hoc analysis for client accounts
Domain
Business Services / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
WFM Real-Time Management, Contact Center methodologies, WFM software (NICE/Verint/Aspect), Call center metrics (SLA, ASA, AHT, Occupancy), Advanced Excel, Analytical problem-solving
Preferred skills
Thought leadership, Outcome focus, Strong ownership, Ambiguity management
Responsibilities
Monitor intraday service levels and agent performance, Drive adherence to capacity vs actual performance, Communicate contact pattern changes to operations, Support routing profile changes, Prepare daily performance reports (shrinkage, occupancy, NPT), Resolve escalated account management issues, Prepare ad-hoc reports and analysis, Drive special projects and initiatives
Seniority
Mid-level, hands-on IC
