The real-time analyst supports workforce planning operations by performing real-time monitoring, scheduling coordination, and workforce data analysis to ensure staffing aligns with service level targets across all service channels.
This role is responsible for executing workforce planning activities, including schedule administration, intraday monitoring, and operational reporting, while supporting forecasting and resource planning initiatives led by the WFM leadership team.
Real-Time Operations Monitoring
- Monitor service level performance across all channels (calls, email, and chat) and highlight deviations from targets.
- Track agent adherence and real-time staffing levels to ensure operational coverage aligns with schedule plans.
- Identify service-level risks and escalate operational issues to the WFM or Operations team for timely resolution.
- Support intraday adjustments such as staffing reallocation or activity movement to stabilise service performance.
Scheduling & Resource Coordination
- Support the preparation and administration of workforce schedules to ensure adequate staffing coverage.
- Schedule off-phone activities, including coaching sessions, meetings, and training, while protecting service level commitments.
- Assist in managing leave planning and schedule adjustments in collaboration with Operations.
- Ensure schedules are maintained accurately within workforce management systems.
Workforce Planning Support
- Support forecasting and workforce planning initiatives by preparing operational data and analysis.
- Assist with intraday reforecasting and staffing adjustments to maintain service level targets.
- Contribute to workforce planning exercises, including staffing requirement calculations and resource allocation reviews.
- Ensure workforce data and planning outputs are documented and maintained for operational reference.
Requirements & Qualifications
Experience
- 13 years of experience in workforce management, contact center operations, or operational analytics.
- Experience supporting scheduling, workforce monitoring, or operational reporting functions.
- Familiarity with contact center performance metrics and workforce planning concepts.
- Proficiency in Excel and data reporting tools.
- Open to working in a rotational shift (24/7) environment.
Competencies
- Strong analytical thinking and attention to operational detail.
- Ability to interpret workforce data and support staffing decisions.
- Good communication and coordination skills to work with operations stakeholders.
- Ability to manage multiple operational priorities in a fast-paced environment.
