WFM Real Time Analyst
Core
Multi-site real-time monitoring, queue management, and resource management to ensure Service Level performance consistency.
Role type
WFM Real Time Analyst
Builds
Real-time adherence reports, staffing adjustments, and SLA compliance dashboards.
Domain
Financial services / Workforce Management
Deliverable
dashboards & analysis
Required skills
Real-time monitoring, queue management, schedule adherence tracking, SLA management, data analysis, reporting, system outage logging, leave allocation monitoring, Microsoft Excel, Microsoft Access, Citrix navigation, Verint Impact 360, Avaya IQ
Preferred skills
Workforce Management (WFM) tools, AI-powered analytics tools (Power BI, AWS ML, Azure AI, ChatGPT, RPA), statistical skills, trend identification, high-pressure environment management
Technologies
Verint Impact 360, Avaya IQ, Power BI, AWS ML, Azure AI, ChatGPT, RPA, Excel, Access, Citrix
Responsibilities
Monitor real-time adherence across multiple sites, manage call volumes and staffing levels, process schedule adjustments and leave requests, respond to email inquiries, create accurate reports on Service Level performance, flag auxiliary activities of agents out of adherence.
Seniority
Entry-level to Mid-level, hands-on IC
