Job Description

Job Summary:

The Real-Time Analyst is responsible for monitoring and analyzing real- me contact center


performance to ensure service level targets are met. This role involves making real- me


adjustments to sta?ng levels and schedules to optimize workforce e?ciency and customer


service. The Real-Time Analyst will collaborate with various departments to identify trends,


forecast future sta?ng needs, and implement strategies to improve overall contact center


performance.

Key Responsibilties:

Monitors real-time performance of call volume, emails, AHT, sta?ng levels, adherence,

agent productivity and other performance statistics across multiple queues to ensure the


department is in the best position to reach its KPIs.


2. Make real-time adjustments to sta?ng levels and schedules to ensure optimal workforce


e?ciency and meet service level targets.


3. Analyzes trends such as call volume, AHT, and attendance to understand and plan for


potential over sta?ng/under sta?ng conditions.


4. Monitors non-adherence and communicates out-of-line situations. Provides detail on trends


impacting the business.


5. Produces accurate daily Workforce Management performance reports to various levels of


management and to Client covering all areas of the business. To be shared within timelines


agreed upon.


6. Stay informed about industry trends and best practices in contact center opera ons and


workforce management.


7.Daily maintenance of exception management on Client system Verint.


8. Post absence and sta?ng update optimization

Requirements:

Minimum of 1 year experience within the same or similar role. Proven experience in contact center opera ons or workforce management. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Proficiency in contact center software and Microsoft O?ce Suite. Strong communication and presentation skills. Ability to work independently and collaboratively in a fast-paced environment.

Why Join Us?

If you're passionate about driving operational efficiency through effective workforce planning, this


is your opportunity to make a real impact. As a Workforce Planner, you will play a crucial role in


optimizing staffing strategies and contributing to the overall success of our contact center. Join us


and be a part of a team that values innovation, collaboration, and continuous improvement..