Workforce Management Analyst Real-Time Real-Time Analyst

Job description

**Role & responsibilities** • Coordinate staffing allocation and ensure adequate workforce availability to consistently meet established service level agreements (SLAs). - Monitor real-time adherence using workforce management systems by comparing scheduled versus actual agent states; collaborate with leadership to address deviations. - Track and manage call flows across multiple queues to maintain optimal staffing levels and service performance. - Analyze call trends and identify key drivers affecting average handle time (AHT), call volume fluctuations, and overall performance metrics. • Generate, review, and interpret reports related to call volumes, forecasts, and agent absenteeism to recommend staffing adjustments. • Facilitate real-time communication and decision-making with stakeholders to address operational challenges. - Manage daily exception requests, including schedule changes, time-offs, and agent skill assignments. - Respond to escalations and handle ad-hoc operational requests effectively. - Coordinate and schedule training sessions, meetings, and other off-phone activities without impacting service levels. - Proactively recommend workforce adjustments such as overtime, voluntary time off (VTO), and training schedules based on trend analysis. - Support the implementation and integration of new call center tools and technologies. • Perform additional duties and projects as assigned by management. **Preferred candidate profile** - **Customer Focus** - Prioritizes both internal and external customer needs, actively seeks feedback, and ensures high service quality standards. - **Adaptability** - Demonstrates flexibility in dynamic environments, effectively manages change, and performs well under pressure. - Communication Skills -Maintains clear, proactive, and effective communication with all stakeholders; ensures transparency in reporting and updates. - **Integrity & Ethics** - Upholds strong ethical standards, builds trust through accountability, and consistently delivers on commitments. - **Initiative** - Proactively identifies opportunities for process improvements, business growth, and continuous learning. - **Strategic Thinking & Execution** - Translates business strategies into actionable plans, drives performance results, and ensures accountability through measurable outcomes. - **Decision-Making & Judgment** - Analyzes complex data, evaluates risks, and makes timely and well-informed decisions. - **Team Collaboration** - Works effectively with cross-functional teams and contributes to organizational success through cooperation and shared goals.