Requirements
Bachelor’s degree in Business Administration, Commerce, Statistics, or a related field.1–3 years of experience as a Real-Time Analyst, Workforce Analyst, or in Workforce Management within a telecommunications or BPO environment.Strong understanding of call center KPIs (Service Level, AHT, Occupancy, Shrinkage, Adherence, Forecast Accuracy).Proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, formulas, charts).Experience with Workforce Management tools such as Verint, NICE IEX, Genesys WFM, Calabrio, or similar platforms.Strong analytical and problem-solving skills.Excellent communication and stakeholder management abilities.Ability to work in a fast-paced, 24/7 operational environment.
Description
Monitor real-time contact center performance, including service level, occupancy, AHT, ASA, and abandonment rate.Track agent adherence and attendance against scheduled shifts.Identify and communicate real-time performance risks and recommend corrective actions.Manage call queues and staffing across multiple accounts and channels.Coordinate with Operations and Workforce Management teams to optimize staffing.Process schedule changes, overtime, voluntary time off (VTO), and shift swaps as required.Generate and distribute real-time performance reports and dashboards.Escalate system outages or operational issues that may impact service levels.Ensure KPIs and SLAs are achieved by making timely workforce adjustments.Provide daily operational insights and recommendations to management.