Real Time Analyst & Workforce Scheduler

Job Responsibilities

• Analyze and investigate operational data to provide insights and interpretations within defined expertise areas.
• Perform historical analysis of performance metrics to identify trends, patterns, and root causes related to call volumes, intra-day behavior, and process gaps.
• Gather workforce metricsincluding call volumes, AHT, adherence, and MIS reportsand distribute them to relevant stakeholders such as agents and management.
• Communicate analytical findings and data-driven recommendations through presentations and reports.
• Collaborate with Operations, NOC, and Planning/Forecasting teams to review performance data and identify staffing and coverage opportunities.
• Manage service levels, abandonment rates, schedule adherence, and break adherence to ensure operational efficiency.
• Monitor, track, and document real-time floor activities, ensuring compliance with defined AUX, ACW, breaks, and shift schedules.
• Utilize WFM and ACD tools such as IEX, Verint, Aspect, Avaya CMS, Nortel, and Genesys for scheduling, monitoring, and reporting.
• Execute schedule adherence processes and escalate deviations to Operations in real time.
• Initiate proactive alerts, publish interval performance reports, and inform Operations of mitigation strategies, exceptions, and overtime requirements.
• Maintain professionalism, integrity, confidentiality, and strong interpersonal and stakeholder management skills.
• Ensure compliance with data accuracy standards and interpret correspondence to determine intended operational outcomes.