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WFM Analyst-Real Time

2 weeks ago

Lahore, Punjab, Pakistan Business Line Full time 900,000 - 1,200,000 per year

Position Title: WFM Analyst-Real Time

Location:
Raya, DHA Phase 6, Lahore

Job Type:
Full Time – On-Site

Working Days:
6 Working days a week (rotational shift)

Position Overview

We are looking for a proactive and detail-oriented
WFM Analyst-Real Time
to join our WFM team at Business Line. The role is critical in ensuring smooth day-to-day operations of our contact center by monitoring live metrics, managing adherence, and analyzing performance data. The ideal candidate should be highly analytical, skilled in Excel and WFM tools, and able to perform under pressure in a fast-paced environment.

Key Responsibilities

  • Monitor real-time operations, call volumes, agent schedules, and live metrics to ensure adherence to SLAs and KPIs.
  • Manage staffing resources effectively by monitoring schedule conformance and agent availability.
  • Coordinate and manage short-term offline activities/events while ensuring performance targets are met.
  • Use Workforce Management tools to track agent adherence, forecast staffing needs, and adjust intraday plans.
  • Analyze operational trends (call volume, AHT, absenteeism, shrinkage) to identify overstaffing/understaffing risks.
  • Prepare and maintain dashboards, trackers, and performance reports using advanced Excel (Pivot Tables, VLOOKUP, Charts, Conditional Formatting).
  • Provide timely alerts, insights, and recommendations to management for performance optimization.
  • Participate in Help Desk calls to relay real-time performance issues and their business impact.
  • Support leadership with data-driven insights for decision-making and process improvements.
  • Schedule and participate in daily/weekly/monthly meetings to communicate operational updates and align with business needs.

Requirements

  • Education:
    Bachelor's degree in Mathematics/Statistics or related fields (or equivalent experience).
  • Experience:
    6 months – 1.5 years in Real Time Monitoring, Workforce Management, or Contact Center Operations.
  • Strong proficiency in Microsoft Excel (Pivot Tables, VLOOKUP, Charting, Data Analysis).
  • Strong analytical mindset with keen attention to detail.
  • Ability to work on several projects simultaneously
  • Must possess effective organizational skills and time management skills
  • Excellent communication and coordination skills.
  • Ability to work independently with minimal supervision in high-pressure environments.
  • Ability to exhibit professionalism
  • Flexibility to work in shifts (including evenings/nights)
  • Ability to start ASAP is an advantage
  • 2 full-time positions available

What We Offer

  • Market-competitive salary package
  • Paid time off and annual leaves
  • Career growth and professional development opportunities
  • Collaborative, supportive, and growth-oriented work environment