Workforce Management Real Time Analyst
Core
Monitor and optimize real-time staffing to ensure service level agreements (SLAs) are met and address operational challenges.
Role type
Real-Time Analyst (Workforce Management)
Builds
Optimized workforce utilization and customer service levels for call centers
Domain
Telecommunications / Customer Service Operations
Deliverable
dashboards & analysis
Required skills
Real-time monitoring, Dialer management, Intraday staffing adjustments, SLA & KPI management, Incident response, Performance reporting
Preferred skills
Gsheets proficiency, Data analysis tools, WFM tools knowledge, Real-time tracking software, Dialer management systems
Responsibilities
Track live adherence, call volumes, and agent activity; Oversee and adjust outbound dialer settings; Reallocate resources dynamically based on demand; Identify and mitigate risks related to SLAs and occupancy; Act as first point of contact for escalations; Provide real-time insights and intraday reports
Seniority
Mid-level, hands-on IC
