Real Time Analyst

Your responsibilities will include, but are not limited to:

Workforce Planning & Intraday Management

• Live Monitoring & Intraday Control: Manage real-time monitoring and intraday execution across all queues, ensuring rapid response to volume fluctuations and target metrics.
• Staffing & Schedule Adherence: Monitor schedule adherence and coordinate staffing allocation/availability across multi-channel environments; manage real-time reskilling of advisors to optimize queue performance.
• Forecasting & Scheduling: Build accurate staff schedules matching forecasted call/chat volumes; partner with managers for coaching, training, and operational adjustments.
• Budget & KPI Integration: Participate in building forecasts (budgets, monthly sales estimates, and KPIs) across Client Experience teams; track variance to budget and performance.

Reporting & Analytics

• Advanced Dashboards: Create and provide advanced reporting and dashboards for leadership based on historical data and predictive systems.
• Data-Driven Insights: Adjust intraday forecasts by analyzing business drivers, current trends, and historical data to project precise staffing levels and call durations.

Team Collaboration & Technology

• • WFM Optimization: Provide consistent feedback to WFM Management regarding CSC performance issues, maintain key performance metrics, and assist in the integration of new WFM technologies.

We are looking for a candidate with the following qualifications:

Workforce Management Expertise (Primary Focus):

Minimum of 2 to 4 years of WFM experience utilizing Workforce Management software within a multi-channel contact center environment.

Direct experience with Calabrio WFM software is strongly preferred.

Proven capability in intraday management, schedule adherence, capacity planning, and real-time queue oversight.

Technical & Analytical Skills:

Mid-level Excel proficiency (Pivot tables, sorting data, exporting spreadsheets).

Strong background in creating reports and analyzing historical data to project future trends.

Contact Center Experience:

Minimum of 2 years of Contact Center experience in a fast-paced, multi-channel environment.

Mindset & Soft Skills:

Ability to multitask, prioritize under pressure, and react quickly to rapidly changing, ambiguous environments.

Ability to work independently with minimal supervision.

Strong communication skills and availability to work Weekends, Evenings, and Holidays.