Position Summary

The WFM Real-Time Analyst is responsible for monitoring contact center performance throughout the day and ensuring staffing levels support business needs. This role works closely with Operations to manage real-time performance, identify staffing gaps, and recommend actions to achieve service level targets and improve productivity

Key Responsibilities

Monitor real-time contact center performance and key operational metrics.
Compare forecasted workload with actual results and identify performance gaps.
Provide real-time reports and updates to Operations Management.
Recommend staffing adjustments to maintain service levels and productivity.
Manage intraday activities, including break schedules and staffing movements between Front Office and Back Office.
Monitor service levels and take appropriate actions to minimize performance risks.
Support Operations Supervisors with data-driven recommendations.
Work closely with other departments to improve operational performance.
Identify opportunities to improve workforce management processes.
Ensure compliance with Teleperformance policies, data protection, information security, and health & safety requirements.
Report any policy or security violations to management.

Qualifications

Education

Bachelor's degree is preferred.

Experience

2–3 years of experience in Workforce Management, Contact Center Operations, or a similar role.
Experience in a customer service or contact center environment is preferred.

Language

English proficiency at B2 level or higher.

Technical Skills

Good knowledge of Microsoft Excel, Word, Outlook, and PowerPoint.
Experience with Workforce Management tools is an advantage.
Knowledge of SQL or Business Intelligence (BI) tools is a plus.

Skills & Competencies

Strong analytical and problem-solving skills.
Good communication and teamwork.
Ability to work in a fast-paced environment.
Strong organizational and time management skills.
Attention to detail and accuracy.
Ability to make decisions based on real-time data.
Proactive and results-oriented mindset.

Success Measures

Performance in this role will be measured by:

Achievement of service level targets.
Accuracy and timeliness of reporting.
Effective real-time staffing management.
Productivity improvements.
Collaboration with Operations and other stakeholders.

Realtime Analyst

Realtime Analyst