WFM Real Time Management Analyst (Onsite)
Core
Monitor real-time adherence and staffing levels in a call center to meet service-level goals and client expectations.
Role type
WFM Real Time Management Analyst
Builds
Intraday performance and service-level adherence for call center operations
Domain
Contact Center Operations / Workforce Management
Deliverable
dashboards & analysis
Required skills
Real-time monitoring, Staffing optimization, Trend analysis, MS Excel, Service Level Management, Data reporting
Preferred skills
Work Force Management experience, Contact center environment experience
Technologies
IEX, CMS, Verint, Aspect RTA
Responsibilities
Monitor real-time adherence using tools, Provide direction to Operations team, Respond to Service Level variations, Prepare and analyze trends (Volume, AHT, ASA, Occupancy), Optimize tool usage, Track adherence and compliance, Analyze staffing at postmortem and intraday levels
Seniority
Entry-level to Mid-level, hands-on IC
