SPECIALIST II, WORKFORCE MANAGEMENT

OVERVIEW

Specialist II, Workforce Management (Real Time Analyst)

Job Summary: The Real Time Analyst is responsible for monitoring and managing intraday staffing levels, workforce adherence, real-time performance, and operational workforce requirements. This role ensures optimal staffing and service delivery by providing timely workforce updates, monitoring agent productivity, managing schedule adherence, and coordinating with Operations and Workforce Management teams.

Real-Time Monitoring & Communication

• Communicate system downtimes and tool issues to all stakeholders.
• Escalate system outages and workforce management tool issues to appropriate management teams.
• Coordinate and communicate workforce updates to Operations during downtime situations.
• Prepare and distribute downtime summary reports.

Intraday Staffing Management

• Monitor and manage intraday staffing levels to meet operati...