Workforce Management Analyst

About the Company

VXI Global Solutions is a business process outsourcing leader specializing in customer service, customer experience management, and digital solutions for global brands. Founded in 1998, the company has more than 40,000 team members across 43 locations in North America, Asia, Europe, and the Caribbean. VXI provides omnichannel, multilingual support, revenue generation services, application development, CX strategy, AI and automation, and business analytics. Backed by Bain Capital, VXI is one of the fastest-growing privately held business services organizations in the United States and the Philippines. The company focuses on delivering measurable business outcomes, service excellence, and innovative customer journey solutions for its clients.

About the Role

The Real-Time Analyst will be responsible for monitoring, analyzing, and optimizing intraday performance metrics to ensure service level objectives are achieved. This role requires a balance of analytical insight, quick decision-making, and proactive communication to drive efficient resource utilization and exceptional customer experience.

You will work closely with Operations, Workforce Planning, and Reporting teams to deliver real-time visibility into performance and recommend actionable adjustments that keep our teams running smoothly.

Responsibilities

• Monitor and manage intraday performance across multiple queues, ensuring adherence to schedules and service levels.
• Identify and escalate anomalies in volume, handle time, or staffing that could impact KPIs.
• Execute real-time adjustments, such as skill changes, break reallocations, and overtime/undertime management.
• Communicate status updates and recommendations to Operations Leaders in a timely, data-driven manner.
• Collaborate with Workforce Planners to refine forecasting and scheduling accuracy based on intraday trends.
• Track and report key performance indicators (KPIs) including Service Level, AHT, Occupancy, Shrinkage, and Adherence.
• Support new initiatives by providing insights on volume trends, staffing efficiency, and performance optimization.
• Contribute to continuous improvement projects to enhance WFM tools, dashboards, and processes.

Qualifications

Required:

• Bachelor's degree or equivalent work experience.
• 1–3 years of experience in Workforce Management, Real-Time Analysis, or Contact Center Operations.
• Proficiency in WFM tools (e.g., NICE IEX, Verint, Genesys WFM, or similar).
• Strong analytical and problem-solving skills with high attention to detail.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced, dynamic environment with shifting priorities.

Preferred:

• Experience with data visualization tools (e.g., Power BI, Tableau, or Excel dashboards).
• Knowledge of contact center metrics and operations best practices.
• Flexibility to support 24/7 operations if needed (rotational shifts).