Workforce Management Real-Time Analyst

About Emovis At Emovis, we offer state‑of‑the‑art toll‑based mobility solutions and associated services for urban and interurban environments. As the competence center for Abertis, a worldwide leading concessionaire managing 5,000 miles of high‑capacity motorways, we bring the quality and efficiency Abertis demands to public sector transportation agencies. With over 40 years of experience and more than 700 employees in 10 countries, we are trusted partners to authorities and tolling agencies worldwide. 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. The analyst reports to the VP Workforce Management/Workforce Manager, monitors intraday events and performance against forecasts and plans, and recommends action plans to meet service‑level objectives. The role participates in daily workforce/operations touch‑base sessions to communicate the contact center intraday plan. Responsibilities Monitor phone queues and service levels in real time to identify situations where additional resources are needed and consult with call center management to maintain service levels. Provide real‑time status updates to operations. Coordinate with Operations teams to achieve service‑level goals and business objectives across a multi‑site operation. Track and report real‑time adherence issues. Maintain and update attendance call‑outs and workforce management system records. Apply scheduling activity exceptions to correct approved schedule deviations for adherence reporting. Process shift trades, schedule change requests, and time‑off requests after schedules are released. Track and trend analysis for absenteeism and schedule adherence. Review and respond to schedule inquiries from management and agents; partner with the analyst for a plan of action. Provide intraday staffing recommendations (overtime, VTO, etc.) related to staffing gaps. 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 changes. Maintain workforce management systems and tools to ensure accurate, up‑to‑date information. Stay updated with industry trends and best practices in workforce management to enhance call center performance. Attend meetings with operations to report on trends such as attendance, adherence, attrition, and associate behavior. Build strong interpersonal relationships with operational partners. Work independently as well as within a team environment. Perform 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 and proven ability to meet deadlines. Strong analytical and problem‑solving skills. Ability to work independently and function well in a high‑paced, stressful environment. Decision‑making, critical‑thinking, and clear communication skills. Proficiency with Microsoft Office Suite or related software. Travel Requirements No travel required. Physical Requirements / Demands All requirements are subject to possible modification to reasonably accommodate individuals with a physical disability. While performing the duties for this job, the employee may be required to: Spend prolonged periods sitting at a desk, typing, and using a computer with repetitive motions. Stand, walk, lift, carry, reach, push, and pull. Lift up to 15 pounds at a time. Competencies Communication – Express ideas and deliver clear, transparent messages; listen actively and empathize. Demonstrates negotiation skills. Teamwork – Work collaboratively to achieve common goals. Change – Accept, embrace, and drive change and innovation while remaining open to new approaches. Results – Meet or exceed goals by adopting an agile, efficient, cost‑oriented approach. Leadership – Build and lead a team toward common results, serving as a role model for performance and development. Strategic Mindset – Anticipate market situations and align with company strategy; deliver customer‑focused solutions. Benefits Market‑competitive salaries and performance‑based bonuses. Flexible work schedule where possible. Mentorship and career growth opportunities. Inclusive culture celebrating diversity. #J-18808-Ljbffr