Job description

We are looking for a detail-oriented and proactive WFM Real Time Analyst to monitor live operations, support workforce scheduling, and ensure service levels are consistently met. The ideal candidate will be responsible for tracking agent activities in real time, responding to operational changes, and helping to optimize staffing to meet customer demands.

Key Responsibilities:

Monitor real-time performance metrics such as adherence, service levels, average handle time, and occupancy.

Track agent availability, breaks, and schedule compliance during the shift.

Provide immediate alerts and recommendations to team leads or supervisors in case of deviations.

Coordinate with the scheduling team to adjust staffing based on call volume fluctuations or unexpected absenteeism.

Ensure alignment between forecasted demand and actual demand, minimizing under- or over-staffing.

Prepare real-time reports and dashboards for stakeholders to ensure informed decision-making.

Assist in incident resolution by communicating updates, prioritizing actions, and supporting operational continuity.

Maintain accurate logs of interventions, schedule changes, and operational anomalies.

Support continuous improvement initiatives by identifying patterns and recommending process optimizations.

Ensure strict confidentiality and data security while handling operational information.

Would be responsible for Real time queue monitoring (RTQM)

Would be responsible for sending Intraday reporting (Hourly Interval Reports, Productivity

Reports)

Will have to manage client Interaction

Would constantly monitor, track, document and communicate real time floor activities in terms

of adherence to process defined AUX/ ACW/ BREAKS & SHIFTS

Would ensure availability of analysts on phones/chats as per the business model requirement.

Must have worked on IEX

Maintaining SL, calculation of shrinkage, attrition

Interested candidates can send their updated resumes on WhatsApp no 7768964134(SHARON DANIEL)