Workforce Management Analyst

The Real-Time Analyst oversees and ensures that KPI is being met for the call center across various programs, internal sites, business lines, and products. This analyst is responsible for optimizing call center performance in alignment with contractual commitments and internal objectives, with a primary aim of delivering exceptional customer experiences while upholding operational efficiency within the call center organization.

**Job Description:**

- Monitor and analyze real-time service level performance, call volumes, and agent activities.

- Make immediate adjustments to staffing levels, schedules, and resources to meet service goals.

- Provide timely updates to management on performance metrics and issues.

- Collaborate with workforce management and operations teams to ensure efficient resource allocation.

- Generate reports and insights on real-time performance trends.

- Identify opportunities for process improvements and efficiency enhancements.

- Act as a point of contact for escalations and urgent operational matters.

- Maintain accurate records of real-time data and actions taken.

**Qualifications:**

- With minimum 1-yr call center experience

- Previous experience in a similar role, particularly in a call center or customer service environment, is often preferred.

- Strong analytical skills to interpret and make data-driven decisions.

- Proficiency in MS Office Applications and other WFM tools (preferred but not required)

- Excellent communication skills to convey real-time updates and recommendations effectively.

- Ability to handle high-pressure situations and make quick decisions.

- Detail-oriented and organized to maintain accurate records.

- Adaptability to changing circumstances and schedules.

- Knowledge of call center operations and metrics is a plus.