Real-Time Workforce Management Analyst

About the role

The Real-Time Workforce Management Analyst monitors call‑center activity, balances service levels, and ensures staffing aligns with contractual and internal goals. The role focuses on delivering positive customer experiences while maintaining efficient operations.

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 standards.
• Provide future scheduling exceptions in IEX to maintain 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 and assist in developing reporting processes.

Required profile

• Bachelor’s degree or equivalent work experience.
• At least 1 year of experience in real‑time monitoring or workforce analysis.
• Strong communication, analytical, and reporting abilities.
• Effective organizational and time‑management skills.
• Ability to handle multiple projects and make sound decisions under pressure.
• Willingness to work a flexible (graveyard/shift) schedule.

Required skills

• Microsoft Excel
• IEX workforce management tool
• CMS scheduling system