Workforce Real Time Analyst

The Real-Time Analyst plays a critical role in monitoring and managing operational performance in real-time, ensuring that service level goals, productivity targets, and efficiency metrics are met within dynamic business environments. You will be responsible for analyzing real-time data, responding to unforeseen changes, and making immediate adjustments to ensure the smooth running of operations. Key Responsibilities: Monitor Real-Time Performance: Continuously track call volumes, service levels, staffing levels, and key performance indicators (KPIs) to ensure smooth operations in real-time. Analyze and React to Variances:

Proactively identify and respond to deviations from planned performance, including adjusting staffing levels, re-allocating resources, and advising team leaders. Forecasting and Scheduling Adjustments: Make quick, on-the-spot adjustments to schedules, shift plans, and staffing levels based on current and projected performance trends. Communication & Reporting: Provide real-time status updates to management and stakeholders, including any performance risks or areas of concern, and recommend immediate solutions. Collaborate with Workforce Management: Work closely with the Workforce Management team to ensure alignment between forecasting, scheduling, and real-time performance. Handle Unforeseen Situations: Quickly identify issues (e. g.

, absenteeism, call spikes) and implement action plans to minimize impact on service levels. Data Analysis and Problem Solving: Utilize reporting tools and dashboards to provide insights into operational trends and performance gaps, offering data-driven recommendations for improvements. Incident Management: Ensure that all operational incidents are logged and tracked, and appropriate actions are taken to address them in real-time. Support Operational Continuity: Work to maintain a steady flow of operations, ensuring that performance goals are met, whether it’s within a call center, help desk, or another service-oriented environment. Skills and Qualifications: Education:

Bachelor’s degree or equivalent work experience (preferably in business, operations, or related fields). Experience: Minimum of 1+ years of experience in a real-time or workforce management analyst role, ideally within a call center, contact center, or customer service environment. Technical Proficiency: Strong working knowledge of workforce management software (e. g. , NICE, Verint, Aspect, etc. ). Advanced Excel or data manipulation skills to analyze performance trends. Familiarity with real-time reporting tools and performance dashboards. Problem Solving & Decision Making: Demonstrated ability to make quick decisions based on data analysis and prioritize issues to ensure minimal disruption. Attention to Detail:

Strong focus on identifying and addressing potential issues before they affect service levels or operational efficiency. Communication Skills: Excellent verbal and written communication skills to relay complex information clearly and effectively to different levels of the organization. Adaptability: Comfortable working in a fast-paced and dynamic environment, with the ability to quickly adjust to changing operational needs. Collaboration: Proven ability to collaborate effectively across teams, including workforce management, operations, and leadership.