Real-Time Workforce Optimization Professional

Workforce Management Real-Time Analyst Role

We are seeking a skilled professional to join our team as a Workforce Management Real-Time Analyst. The ideal candidate will have strong analytical skills, excellent communication skills, and the ability to work under pressure.

Key Responsibilities :

• Continuously monitor call volumes, agent status, and queue lengths to identify potential issues.
• Proactively adjust agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations.
• Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels.
• Track agent adherence to their scheduled work times and identify deviations requiring intervention.
• Generate real-time reports on key metrics like call volume, average handle time, and service level attainment.
• Work closely with operations managers to identify and address operational challenges, providing insights to improve scheduling strategies.
• Analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues.
• Escalate critical issues to relevant stakeholders when necessary, such as unexpected high call volumes or staffing shortages.

Required Skills and Qualifications :

Benefits :

Others :

The selected candidate will be responsible for utilizing workforce management software to monitor real-time data, adjust schedules, and generate reports. They will also be expected to collaborate with operations teams to identify and address operational challenges, and provide insights to improve scheduling strategies.