Workforce Management Real-Time Analyst

Job Purpose The Real-Time Analyst coordinates real-time workforce activities to cover the contact center hours of operation and conducts various statistical reports related to workforce resources, reports to the VP Workforce Management/Workforce Manager. Accountable for monitoring intraday events and performance according to daily, weekly and monthly forecasts / plans and initiating or recommending action plans based on service level objectives. Participate in daily workforce/operations touch base sessions to communicate contact center intraday plan. Responsibilities Monitor phone queues and service levels on a real-time basis to identify situations where additional resources may be needed to maintain service levels, consult with call center management to determine best course of action to fill resource needs/maintain service levels. Provide real time status anomalies to operations. Coordinate with Operations teams to achieve service-level goals/business objectives for a multi-site operation. Track, report and call out real-time adherence issues. Maintain and update attendance call outs in call out tracker and workforce management system. Update scheduling activity exceptions to correct approved schedule deviations for adherence reporting. Process shift trades, schedule change requests, and time off request after schedules are released by analyst. Track and trend analysis for absenteeism and schedule adherence Review and respond to schedule inquiries from management and agents and partner with Analyst for plan of action Provides intraday recommendations related to staffing gaps such as overtime, VTO, etc. Collaborate with call center managers and supervisors to identify and address staffing gaps and operational challenges. Develop and maintain effective communication channels with call center agents, providing timely updates on schedules and any changes. Maintain and update workforce management systems and tools to ensure accurate and up-to-date information. Stay updated with industry trends and best practices in workforce management to enhance overall call centre performance. Attends meetings with operations to report out on trends related and not limited to attendance, adherence, attrition, associate behavior’s, etc. Build strong interpersonal relationships with operational partners. Work independently as well as in a team environment Performs other related duties as assigned. Educational Requirements High School Diploma or equivalent Bachelor's degree in business operations or equivalent education and experience, preferred but not required. 1-2 years of contact center experience as a workforce real-time analyst, traffic coordinator or workforce scheduling analyst. Availability to work during contact center hours of operation, Monday-Friday 7 AM – 7 PM, Saturday 8:30 AM – 5 PM. Experience Requirements Experience using workforce management software, Verint, IEX, Alvaria (Genesys Cloud WEM) preferred. Excellent verbal and written communication skills. Excellent organizational skills and attention to detail. Excellent time management skills with a proven ability to meet deadlines. Strong analytical and problem-solving skills. Ability to work independently. Ability to function well in a high-paced and at times stressful environment. Decision-making skills, critical-thinking skills, excellent verbal and written communications skills Proficient with Microsoft Office Suite or related software. Physical Requirements All requirements are subject to possible modification to reasonably accommodate individuals with a physical disability. Prolonged periods sitting at a desk, typing and working on a computer using repetitive motions. Standing, walking, lifting, carrying, reaching, pushing, and pulling. Must be able to lift 15 pounds at a time. Communication - Express ideas and deliver comprehensible messages, structuring them clearly and transparently while listening actively and being empathetic. Influences and creates an impact on others and shows strong negotiating skill. Teamwork - Work with other, adopting collaborative and positive relationships to achieve common goals. Change - Accept, embrace, and drive change, and innovation while being open to difference approaches, ideas, and proposals. Results - Meets or exceeds goals and objectives by adopting an agile, dynamic, efficient, cost-oriented approach, eagerness, and optimism to get the best results. Leadership - Build and lead the team toward common results, positioning oneself as a leader and role model for guiding, inspiring, and driving the performance and development of team members while spearheading a positive environment. Strategic Mindset - Anticipates situations in the market while embracing the company's/department's strategic vision and mission. Achieves internal and external customer loyalty by utilizing quality and suitable proposed solutions. Reward & Recognition We look after our talented teams, from market‑competitive salaries to performance‑based bonuses and flexible benefits packages. Flexible Work Schedule Where possible, we’ll help you work when you need to, because life happens. Everyone Has a Voice Innovation doesn't know hierarchy. We make sure everyone is heard, considered, and respected. Room to Grow Learning is built into every role here. You’ll get mentorship and take ownership. Make Your Move Come for a tech job. Stay for a BD career. We support exploring new fields right under our roof. All‑Inclusive Be yourself. That’s who we’re hiring. Our culture celebrates and supports the difference that makes each of us unique. It’s how we build better products for the world…and career growth for you. #J-18808-Ljbffr