WFM Real Time Analyst

About the role

The Real‑Time Analyst monitors call‑center performance, balances service levels and ensures staffing aligns with contractual and internal goals, creating positive customer experiences while maintaining efficiency.

Key responsibilities

• Monitor real‑time call volume, schedule conformance and agent adherence using CMS and RTA.
• Adjust staffing plans based on trends in call volume, AHT and attendance to prevent over‑ or under‑staffing.
• Coordinate same‑day and short‑term offline scheduling, manage agent profiles and provide future scheduling exceptions in IEX.
• Produce regular performance reports, participate in Help Desk calls and communicate updates to Workforce Leaders.

Required profile

• Bachelor’s degree (any field) or equivalent work experience.
• At least 6 months of experience in Real‑Time Monitoring or Workforce Analysis.

Required skills

• Advanced knowledge of MS Excel (MS Office 2003).
• Experience with workforce tools such as IEX and CMS.