Real Time Analyst -WFM

The Real-Time Analyst (RTA) is a critical member of the Workforce Management (WFM) team responsible for monitoring and managing real-time staffing levels, intraday operations, and performance metrics to ensure service level agreements (SLAs) are met. This role requires quick decision-making, effective communication, and attention to detail to address intraday changes, manage call queues, and optimize resource allocation.

Key Responsibilities:
Real-Time Monitoring:

Continuously monitor live performance metrics, including call volumes, service levels, and agent adherence.
Manage intraday staffing needs by adjusting schedules or reallocating resources as required.
Identify and address performance deviations to maintain SLAs.
Intraday Management:

Collaborate with team leaders to manage breaks, meetings, and unplanned absences.
Update and communicate intraday schedules, ensuring minimal disruption to operations.
Respond to unexpected events such as call spikes, outages, or system failures.
Reporting and Analysis:

Generate and distribute real-time and intraday performance reports to stakeholders.
Analyze performance data to identify trends and recommend improvements.
Provide end-of-day performance summaries to the Workforce Management team.
Communication and Collaboration:

Act as a liaison between the WFM team and operations to ensure alignment on priorities.
Communicate staffing issues, SLA risks, and resolution strategies to management.
Support agents with real-time inquiries about schedule adherence and changes.
Optimization and Continuous Improvement:

Suggest and implement improvements in intraday management processes.
Utilize workforce management tools to enhance real-time decision-making.
Maintain accurate documentation of adjustments, issues, and resolutions.
Qualifications:
Education:

High school diploma or equivalent; a bachelor’s degree in Business Administration, Statistics, or a related field is preferred.
Experience:

At least 1-2 years of experience in workforce management, real-time monitoring, or a contact center environment.
Proficiency with WFM tools (e.g., NICE, Genesys, Verint, or similar platforms).
Skills:

Strong analytical and problem-solving abilities.
Excellent communication and interpersonal skills.
Ability to multitask and remain calm under pressure.
Proficiency in Microsoft Excel and other reporting tools.