WFM Real Time Analyst

About the role

The Real‑Time Analyst monitors call‑center activity to ensure service levels are met while optimizing staffing resources. The role supports multiple programs, locations and product lines, aiming to deliver positive customer experiences and efficient operations.

Key responsibilities

• Monitor real‑time call volume, schedule conformance and agent adherence using CMS and RTA tools.
• Adjust staffing plans on a same‑day basis to prevent over‑ or under‑staffing, based on trends such as call volume, AHT and attendance.
• Coordinate short‑term off‑line scheduling exceptions in IEX and manage agent profiles within CMS.
• Produce regular performance reports and communicate updates to workforce leaders and business stakeholders.

Required profile

• Bachelor’s degree or equivalent experience.
• At least 6 months of experience in real‑time monitoring or workforce analysis.
• Advanced knowledge of MS Office, especially Excel.

Required skills

• Proficiency with Microsoft Excel.
• Experience using workforce management tools such as IEX and CMS.