Workforce Management Analyst (Real Time Analyst)

Job Description

The Real Time Management Specialist monitors live operations, makes immediate staffing adjustments, and ensures service level targets are met throughout the day. This role requires quick decision-making abilities and strong understanding of real-time operational dynamics.

Key Roles and Responsibilities

• Monitor real-time service levels, queue volumes, and agent availability

• Make immediate staffing adjustments to maintain service targets

• Coordinate with operations teams on break schedules and agent movements • Manage intraday schedule changes and emergency coverage

• Track and communicate service level performance throughout the day

• Escalate capacity issues and recommend solutions

• Maintain real-time dashboards and communication channels

• Document intraday activities and performance variances

Required Knowledge and Skills