Real Time Analyst - WFM
Core
Manage real-time and intraday workforce resources to ensure optimal staffing levels and meet forecasted call volumes at desired service levels.
Role type
Real-time Workforce Management Analyst
Builds
Staffing schedules and real-time adherence reports for contact centers
Domain
Business Process Outsourcing (BPO) / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
WFM processes and terminology, trend analysis, route cause analysis, schedule optimization, shrinkage/adherence management, data analysis, report writing, MS Office (Excel, Access), Automatic Call Distribution (ACD) knowledge, forecasting/scheduling software experience
Preferred skills
BA/BS degree in economics, statistics, business, Advanced MS Office, Aspect experience
Technologies
Aspect, eWFM, UIP, Excel, Access
Responsibilities
Monitor contact center for optimal staffing, flag schedule deviations, facilitate real-time stakeholder discussions, track headcount movement, conduct trend analysis, perform route cause analysis, ensure report accuracy, manage real-time shrinkage/adherence, conduct planned huddles with Operations
Seniority
Mid-level, hands-on IC
