Real-Time Workforce Management Analyst

About the role

The Real‑Time Analyst ensures that call‑center service levels are met across programs, locations and products by monitoring live call volume, managing staffing resources and maintaining contractual performance.

Key responsibilities

• Monitor real‑time call volume and schedule conformance to ensure staffing efficiency and meet contractual obligations.
• Coordinate same‑day and short‑term offline scheduling, manage agent profiles in CMS, and provide scheduling exceptions in IEX.
• Analyze trends such as call volume, average handling time and attendance to anticipate over‑ or under‑staffing and adjust plans accordingly.
• Produce and maintain performance reports, support help‑desk calls, and communicate updates to workforce leaders.

Required profile

• Bachelor’s degree or equivalent work experience.
• At least one year of experience in real‑time monitoring or workforce analysis.
• Strong analytical, organizational and time‑management abilities.
• Ability to work independently, handle multiple projects and adapt to a flexible (including graveyard) schedule.

Required skills

• Advanced knowledge of Microsoft Excel.
• Experience with workforce management tools such as IEX and CMS.
• Proficiency in creating and interpreting performance and ad‑hoc reports.