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 risks and escalate issues impacting service levels
• Support scheduling and forecasting activities when needed

Qualifications:

• At least 3–5 years of experience in Workforce Management or Real-Time Analysis
• Strong understanding of WFM tools and call center metrics (e.g., SLA, AHT, occupancy)