Workforce Real-Time Analyst

Job Summary

A company is looking for a Workforce Real-Time Analyst to join their team.

Key Responsibilities

• Conduct real-time analysis of agent occupancy and schedule adherence
• Analyze staffing levels and scheduling gaps to maximize labor efficiency
• Manage intra-day workforce performance and monitor shrinkage trends

Required Qualifications

• Experience with Workforce Management (WFM) in a multi-channel environment
• Proficient in WFM and scheduling software such as Verint, Aspect, or Nice
• Strong skills in Microsoft Excel or Google Sheets
• Highly organized with the ability to manage competing priorities
• Ambitious and consistent, comfortable in diverse situations