Workforce Management Analyst

Job Summary

The Real-Time Analyst is responsible for monitoring call center operations in real time to ensure staffing levels, service levels, and operational performance remain within target. The RTA identifies deviations from the workforce plan and takes timely action to minimize their impact on customer experience and business performance.

Key Responsibilities

• Monitor real-time call center performance, including service level, AHT, occupancy, adherence, ASA, and abandon rate.
• Monitor agent attendance, login/logout status, breaks, lunches, and schedule adherence.
• Track inbound and outbound volumes against forecasted expectations.
• Identify staffing gaps, overstaffing, or unexpected volume fluctuations.
• Make real-time recommendations such as adjusting breaks, lunches, meetings, coaching, or other offline activities.
• Communicate operational issues and performance updates to Team Leaders, Operations Managers, and Workforce Management.
• Monitor queues and take immediate action when service levels are at risk.
• Maintain accurate real-time reports and operational dashboards.
• Escalate significant incidents such as system outages, unusually high call volumes, or staffing shortages.
• Support intraday workforce management and help optimize available staffing.
• Analyze historical and real-time data to identify trends and operational risks.
• Ensure adherence to workforce management policies and procedures.

Required Skills

• Strong Excel and data-analysis skills.
• Knowledge of call center KPIs and workforce management concepts.
• Strong analytical and problem-solving abilities.
• Excellent communication and coordination skills.
• Ability to work under pressure and make quick decisions.
• Strong attention to detail.
• Experience with WFM/RTA tools.