Workforce Management Real Time Analyst

Job description

Job Description - -------------- Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. Workforce Management Real Time Analyst (RTA) **Job Summary** The Workforce Management (WFM) Real Time Analyst is responsible for monitoring real-time contact center performance, workforce adherence, and staffing levels to maximize operational efficiency and service delivery. The role supports intraday workforce management by analyzing performance trends, identifying staffing gaps, and partnering with Operations to achieve service level objectives and key business metrics. Key Responsibilities * Monitor real-time agent productivity, attendance, schedule adherence, and queue performance. * Manage intraday staffing through schedule exceptions, shrinkage management, and workforce adjustments. * Collaborate with Operations and WFM leadership on staffing and scheduling changes. * Prepare and distribute real-time performance reports and insights. * Identify and escalate service level risks, outages, and volume fluctuations. * Support workforce optimization initiatives and other assigned duties. **Qualifications** Minimum Graduation required. **Contact Center Experience Preferred.** Strong Business English communication skills. Willingness to work flexible schedules in a 24x7 environment. Technical Skills * NICE IEX, Verint, Genesys, CMS or similar WFM tools. * Microsoft Excel or Google Sheets proficiency. * Basic Windows/macOS computer skills. Core Competencies * Analytical thinking and problem solving * Communication and stakeholder management * Time management and prioritization * Attention to detail Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to \[Confidential Information\]. You may also click here to access Conduent's ADAAA Accommodation Policy.