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 interventions—such as adjusting breaks, reallocating resources, or recommending overtime—to 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: Bachelor’s 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.