Overview As a Workforce Management Real-Time Analyst, you'll independently manage real-time staffing to support contact center performance. You will monitor conditions, forecast demand, and adjust staffing to optimize service delivery and utilization. You'll guide scheduling and forecasting activities, act as a resource for WFM systems, and collaborate with contact center leadership to mitigate staffing risks. This role may support major events and business continuity efforts, aligning operations with broader company goals.
Responsibilities- Monitor real-time service levels, occupancy, queue conditions, and demand to maintain optimal staffing
- Make intraday staffing adjustments for changing conditions
- Manage overtime, voluntary time off, shifts, and reallocations
- Analyze variances and recommend performance improvements
- Coordinate staffing movements across units, channels, and vendors
- Support short-term forecasting and workload analysis
- Assist in developing and maintaining staffing plans
- Collaborate with scheduling teams to improve alignment and schedule effectiveness
- Perform advanced WFM system administration and maintain profiles/queues
- Audit data, correct discrepancies, and support system testing/implementation
- Develop and distribute workforce performance reports and dashboards
- Identify trends and provide insights to leadership
- Conduct root-cause analysis for service level and staffing variances
- Monitor technology performance and act as liaison during incidents
- Coordinate communications during operational events
- Assist in training new analysts and participate in process improvement initiatives
- Serve as a WFM resource for contact center leadership
Key requirements- Bachelor's Degree in technical or business-related field or equivalent work experience
- Analytical skill set with advanced knowledge of Microsoft Office
- Analytical experience by Analyst I/II/III levels (0-2, 2-4, 4-6 years)
- Working knowledge of technology/IT systems, change management, and end-to-end processes
- Experience with performance management and KPI tracking
- Strong communication and collaboration abilities
- Understanding of industry best practices and ability to engage with all organizational levels
- Creative problem-solving and facilitation skills
- collaboration
- communication
- problem solving
- Microsoft Office
- workforce management systems (WFM)
- data analysis
