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.
