WFM (Real-Time Analyst)

The WFM (Real-Time Analyst) is responsible for monitoring and managing workforce performance in real time to ensure operational efficiency and service level adherence. This role involves tracking queue performance, agent productivity, and staffing alignment across channels to proactively address deviations and optimize resource utilization. The Real-Time Analyst generates intraday and interval reports, providing actionable insights to operations and scheduling teams for effective decision-making. By coordinating with workforce planners and operations leaders, the analyst ensures balanced workloads, minimal downtime, and consistent delivery of service excellence.

• Monitor real-time queue performance and staffing adherence.

• Generate intraday and interval reports for operations.

• Coordinate with scheduling teams to balance workloads.

Core Skills Required:

• RTA (Real-Time Analysis): Expertise in monitoring live queues, adherence metrics, and agent performance to maintain service level objectives.

• Workforce Management: Strong understanding of WFM principles, forecasting, and scheduling processes within contact center environments.

• Real-Time Monitoring: Proficiency in using WFM tools and dashboards to analyze operational data and optimize staffing efficiency.