Real‑Time Analyst – Workforce Management

About the role

The Real‑Time Analyst ensures that call‑center service levels are met across programs, locations and products. By monitoring live call volume and schedule adherence, the analyst helps create positive customer experiences while keeping staffing efficient.

Key responsibilities

• Monitor real‑time call volume, schedule conformance and agent adherence using CMS and RTA.
• Coordinate same‑day and short‑term offline scheduling to maintain performance targets.
• Provide the WFM Scheduling team with exception data in IEX to keep staffing levels appropriate.
• Analyze trends such as call volume, average handling time and attendance to anticipate over‑ or understaffing and adjust plans.
• Manage agent profiles within CMS to optimise resource utilisation.
• Generate and review performance reports for each business line or product.
• Participate in Help Desk calls to communicate call‑center impact.
• Assist in developing new reports and processes that improve planning accuracy.
• Communicate performance updates and project status to Workforce Leaders through regular meetings and ad‑hoc reports.

Required profile

• Bachelor’s degree in any field or equivalent work experience.
• Minimum 6 months experience in real‑time monitoring or workforce analysis.
• Advanced knowledge of Microsoft Office, especially Excel.
• Familiarity with workforce tools such as IEX and CMS.
• Strong problem‑solving abilities.

Required skills

• Microsoft Excel (advanced)
• Microsoft Office (2003)
• IEX workforce scheduling tool
• CMS real‑time monitoring system