Workforce Real Time Analyst

Are you a highly analytical and results-driven professional ready to be at the heart of our contact center operations We are seeking a Workforce Real Time Analyst (with Scheduling Experience) to ensure the immediate stability and peak efficiency of our service delivery.

In this critical role you will dynamically monitor key performance indicators (KPIs) identify real-time performance variances and proactively implement tactical scheduling interventionssuch as adjusting breaks reallocating resources or recommending overtimeto ensure we consistently meet our forecasted service demands. If you combine deep expertise in WFM platforms and data analysis with a proven ability to make swift data-driven decisions in a fast-paced environment this is your opportunity to drive success.

• Queue & KPI Oversight: Continuously monitor queues agent states and performance metrics; act swiftly to stabilize service levels.
  

• Intraday Alignment: Collaborate with schedulers and planners to ensure real-time adjustments match forecasted demand.
  
• Executive Communication: Deliver clear actionable performance updates highlighting both strengths and gaps.
  
• Scheduling Governance: Support frameworks for fair scheduling shift bids and volunteer processes.
  
• Capacity Feedback: Provide insights to refine future workforce planning and reduce manual workload.
  
• Labor Forecasting: Apply historical data and current trends to anticipate staffing needs and adjust schedules accordingly.
  
• Shift Optimization: Reallocate breaks lunches and shifts based on live data to maximize efficiency.
  
• Workforce Analysis: Collect and evaluate staff performance attendance and productivity to identify improvement opportunities.
  
• Adherence Tracking: Monitor schedule compliance and intervene when deviations occur.
  
• Reporting: Generate regular and ad-hoc reports on KPIs and operational metrics.
  
• Data Handling: Gather clean and analyze data using tools such as Google Sheets Excel and Zoho Analytics.
  
• Visualization: Present findings through charts graphs and dashboards for clarity and impact.
  
• Data Integrity: Ensure accuracy consistency and reliability of workforce data.
  
• Cross-Team Collaboration: Partner with teams to understand reporting needs and deliver relevant insights.
  

• Real-Time Monitoring: Track intraday performance metrics (AHT service level shrinkage adherence occupancy) and escalate variances.
  
• Scheduling Expertise: Develop adjust and maintain agent schedules; manage shift bids and volunteer processes.
  
• Operational Communication: Deliver concise executive-ready updates on performance blockers and staffing gaps.
  
• Decision Support: Recommend tactical interventions (break reallocations overtime skill reassignments) to stabilize service delivery.
  
• Tools & Systems Proficiency: Proficient in WFM platforms (e.g. NICE Verint Genesys Tymeshift) dashboards and reporting tools.
  
• Governance & Compliance: Ensure adherence to SOPs for schedule changes shift swaps and coverage alignment.
  
• Analytical Skills: Strong ability to gather clean and analyze data to identify trends and patterns.
  
• Problem-Solving Skills: Identifying issues and implementing effective solutions.
  
• Technical Skills: Knowledge of SQL Excel and other data management tools. Experience with data analysis functions pivot tables charts and third-party add-ons.
  
• Attention to Detail: Ensuring data accuracy and consistency. Ability to work independently and manage multiple priorities.
  

Requirements

• Education: Bachelors degree in business Statistics or a related field.
  
• Experience: Minimum of 2 to 5 years of experience in workforce management preferably in the BPO Captive Shared Services or manufacturing field.