Real‑Time Workforce Management Analyst

About the role

We are looking for a Real‑Time Workforce Management Analyst to monitor and balance service levels across our call‑center operations. The analyst ensures staffing efficiency, meets contractual obligations and supports a positive customer experience.

Key responsibilities

• Monitor real‑time call volume and schedule conformance to optimize staffing resources.
• Coordinate same‑day and short‑term off‑line event scheduling for agents while maintaining performance targets.
• Provide future scheduling exceptions in IEX to sustain appropriate staffing levels.
• Track CMS and RTA metrics to ensure agent adherence to schedules.
• Analyze trends such as call volume, AHT and attendance to anticipate over‑ or under‑staffing and adjust plans accordingly.
• Manage agent profiles within 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.
• Assist in developing reports and processes that improve planning accuracy.
• Communicate performance updates to stakeholders and schedule regular meetings with Workforce Leaders.
• Provide timely status updates on projects and produce required ad‑hoc reports.

Required profile

• Bachelor’s degree (any field) or equivalent work experience.
• At least 1 year of experience in Real‑Time Monitoring or Workforce Analysis.
• Strong communication, analytical and organizational skills.
• Ability to manage multiple projects, make accurate decisions under pressure and work independently.
• Flexibility to work varying schedules, including graveyard shifts if needed.

Required skills

• Advanced knowledge of Microsoft Excel.
• Proficiency with IEX workforce management tool.
• Proficiency with CMS scheduling system.