Real-Time Workforce Management Analyst

About the role

The Real‑Time Workforce Management (WFM) Analyst ensures that call‑center service levels are met across multiple programs, locations and products. The role balances staffing, monitors live call volume, and makes rapid scheduling adjustments to maintain efficient operations and positive customer experiences.

Key responsibilities

• Monitor real‑time call volume and schedule conformance to optimize staffing resources.
• Coordinate same‑day and short‑term offline scheduling for agents while preserving performance targets.
• Provide future scheduling exceptions to the WFM Scheduling team via IEX.
• Track CMS and RTA metrics to ensure agent adherence to schedules.
• Analyze trends (call volume, AHT, attendance) and adjust staffing plans proactively.
• Maintain agent profiles in CMS for optimal resource utilization.
• Generate and review performance reports for each business line or product.
• Participate in Help Desk calls to communicate call‑center impacts.
• Develop reports and processes that improve planning accuracy.
• Communicate performance updates to Workforce Leaders and senior management.

Required profile

• Bachelor’s degree in any field or equivalent work experience.
• Minimum 1 year of experience in real‑time monitoring or workforce analysis.
• Strong analytical, organizational and time‑management abilities.
• Ability to work independently on multiple projects in a high‑pressure environment.
• Professional communication skills and teamwork orientation.

Required skills

• Advanced proficiency in Microsoft Excel.
• Experience with Workforce Management tools such as IEX.
• Experience with CMS (Call Management System) for scheduling and adherence.