Workforce Management - Real Time Analyst

Job Title: Workforce Management (WFM) / Real-Time Analyst (RTA)

Work Setup: Onsite

Shift: Mid Shift

Job Summary

We are looking for an experienced Workforce Management (WFM) / Real-Time Analyst (RTA) to support daily operations by ensuring optimal staffing, schedule adherence, and real‑time performance management. The ideal candidate has strong analytical skills and hands‑on experience in managing workforce metrics in a fast‑paced environment.

Key Responsibilities

• Monitor real‑time queue performance and agent adherence to schedules
• Manage intraday staffing adjustments to meet service level targets
• Analyze call volume trends and provide recommendations for staffing optimization
• Generate and maintain daily, weekly, and monthly WFM reports
• Coordinate with operations team regarding staffing needs and performance updates
• Identify...