We are looking for an analytical and detailoriented Workforce Management RealTime Analyst (RTA) to support a premium healthcare account. The ideal candidate has 23 years of experience in intraday management, queue monitoring, and WFM reportingideally within a BPO or healthcare support environment. This role ensures that performance targets are met while supporting operations with accurate data and insights.
Key Responsibilities
Real-Time Monitoring & Intraday Support
- Monitor real-time queues, SL, AHT, wait times, adherence, staffing, and shrinkage.
- Execute real-time actions (OT/VTO, schedule adjustments, break moves, re-skilling).
- Manage agent profiles, routing, and skilling across multiple healthcare lines of business.
- Identify risks to service level and escalate to WFM and Operations leaders promptly.
Reporting & Performance Analytics
- Build and maintain accurate dashboards and interval, daily, and weekly WFM reports.
- Analyze performance trends (SL, volume, absenteeism, productivity).
- Validate data accuracy and conduct routine audits to ensure clean reporting.
- Provide actionable insights to support operational decisionmaking.
Collaboration & Communication
- Partner with Operations, Training, and Quality teams for intraday requirements.
- Communicate updates proactively during peak hours and high-volume intervals.
- Support leadership with ad hoc data pulls and reporting needs.
Qualifications
- 23 years experience as RTA, WFM Analyst, or WFM Reporting Analyst.
- Strong understanding of healthcare account KPIs, compliance, and sensitivity to SLA requirements.
- Proficiency in MS Excel (VLOOKUP/XLOOKUP, pivot tables).
- Experience with WFM tools (e.g., NICE, Genesys, Avaya, Cisco, Verint, IEX).
- Strong analytical, problemsolving, and communication skills.
- Willing and able to work onsite at Bridgetown, QC.
