Real Time Analyst, WFM

2 weeks ago


Lahore, Punjab, Pakistan ibex Full time 80,000 - 120,000 per year
Overview

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.

Qualifications
  • 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.

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


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