The Real-time Analyst, Workforce Planning & Resource Optimizations (Report Focus) supports workforce operations through data reporting, performance analysis, and real-time operational monitoring.
This role focuses on developing workforce reporting frameworks, analyzing operational performance data, and supporting real-time service level management across all channels. The analyst will also progressively develop capabilities in workforce planning, forecasting support, and capacity analysis.
Workforce Reporting & Data Analysis
- Develop and maintain workforce reporting dashboards using tools such as Power BI and Excel.
- Analyze operational performance metrics, including service level, volume trends, handling time, occupancy, and shrinkage.
- Support the preparation of workforce performance reports and operational insights for management review.
- Ensure accuracy and consistency of workforce data used in operational reporting and analysis.
- Support automation and improvement of workforce reporting processes to enhance data visibility and decision-making.
Workforce Planning & Scheduling Support
- Assist in analyzing inbound traffic patterns and operational trends to support workforce planning activities.
- Support scheduling coordination, including off-phone activities such as training, coaching, and meetings.
- Assist in monitoring staffing allocation and workforce utilization across channels.
Workforce Data Governance & Process Improvement
- Maintain workforce data accuracy across reporting systems and operational datasets.
- Support continuous improvement of workforce reporting structures, data models, and dashboards.
- Collaborate with WFM and Operations teams to enhance visibility of operational performance and workforce insights.
Requirements & Qualifications
Experience
- 24 years of experience in data analysis, reporting, workforce management, or contact center operations.
- Experience working with Power BI, SQL reporting, and advanced Excel analysis.
- Exposure to operational reporting, dashboard development, or performance analytics.
- Basic understanding of contact center metrics is advantageous.
- Open to working in a rotational shift (24/7) environment.
Competencies
- Strong analytical and data interpretation skills.
- Ability to translate operational data into meaningful workforce insights.
- Good problem-solving and structured thinking capability.
- Ability to work with multiple datasets and develop automated reporting solutions.
- Willingness to develop expertise in workforce planning and capacity modeling.
