
Real Time Analyst, WFM
1 week ago
This role is responsible for real-time monitoring of workforce performance, ensuring schedule adherence, and preventing productivity leakages. It also involves intraday adjustments, reporting, and timely communication with stakeholders to maintain operational efficiency.
Responsibilities- Preventing Productivity Leakeages in real time
- Real-Time communication/Updates with all Stakeholders
- Ensuring Schedule Adherence, Maintaining Overall Attendance for all Department
- Performance Reporting
- Real-Time Monitoring
- Intraday Adjustments & Reporting
- Tool & System Monitoring
- Communication & Alerts
- Provide real-time alerts for performance deviations and downtime
- Coordinate with IT or support teams to report and track system outages or agent issues affecting performance
- Schedule adherence and manage intraday staffing
- Monitor real-time queue performance, agent adherence, and contact center KPIs (e.g., Service Level, ASA, AHT, occupancy, shrinkage)
- Generating Incident Notification to All Stakeholders during Downtime
- EOD Reporting
- Extensive Data Analysis & reporting
- Basic Qualifications
- 1-2 years of experience as a Real-Time Analyst or in a Workforce Management role.
Preferably from in an inbound sales environment.
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