WFM Real Time Analyst co-op
Hybrid
Core
Monitor real-time call/chat performance against forecasts, manage intraday adjustments, and analyze data to optimize workforce scheduling and service targets.
Role type
Workforce Management Real-Time Analyst (Co-op)
Builds
Daily operating statistics, intraday analytics, and schedule adherence reports for contact center operations.
Domain
Banking / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Data analysis, Microsoft Excel (Pivot Tables, Lookup Functions), Data manipulation, Logical thinking, Automation
Preferred skills
Coding, MS Office proficiency
Technologies
Workforce management applications, Microsoft Excel
Responsibilities
Live queue monitoring, Schedule adherence tracking, Intraday adjustments, Incident & spike management, Reporting & documentation
Seniority
Co-op (Student)
