Real-Time Analyst – Workforce Management

About the role

The Real‑Time Analyst supports the call‑center’s Workforce Management function by monitoring live call volume, staffing levels and schedule adherence. The role ensures service‑level agreements are met while optimizing agent utilization across multiple programs and products.

Key responsibilities

• Monitor real‑time call volume and schedule conformance using CMS and IEX tools.
• Adjust staffing plans on a same‑day basis to prevent over‑ or under‑staffing.
• Coordinate short‑term offline scheduling and manage agent profiles within CMS.
• Analyze trends such as call volume, average handling time and attendance to forecast staffing needs.
• Provide daily, weekly and monthly performance updates to Workforce Leaders and business stakeholders.
• Participate in Help‑Desk calls to communicate the impact of technical issues on call‑center operations.
• Develop and maintain reports that improve planning accuracy and performance visibility.

Required profile

• Bachelor’s degree in any field or equivalent work experience.
• At least 6 months of experience in real‑time monitoring or workforce analysis, preferably in a BPO environment.
• Strong analytical mindset with the ability to interpret call‑center metrics.
• Effective communication skills for presenting performance data to various audiences.

Required skills

• Advanced proficiency with Microsoft Excel and the broader Microsoft Office suite.
• Hands‑on experience with Workforce Management tools, specifically IEX and CMS.
• Problem‑solving abilities applied to staffing and scheduling challenges.

What we offer

• Opportunity to work in a dynamic, multi‑program call‑center environment.
• Exposure to real‑time analytics and workforce management best practices.
• Professional development within a global BPO organization.