Monitor real-time queue performance, call volume, and agent availability across multiple channels (voice, chat, email, etc.)
Make intraday schedule adjustments (breaks, lunches, overtime, early release) to optimize staffing coverage
Track and report intraday KPIs such as Service Level, Average Handle Time (AHT), Adherence, Occupancy, and Shrinkage
Coordinate with Team Leads and Operations to ensure proper alignment on staffing and performance gaps
Provide real-time communication and updates to stakeholders regarding operational performance and critical incidents
Identify trends and patterns in call volume or agent behavior and escalate when necessary
Support WFM team in the preparation of daily, weekly, and monthly reports
Maintain accurate and timely documentation of real-time actions and outcomes
Collaborate with Scheduling and Forecasting Analysts to improve overall WFM planning

Bachelor’s degree in Business, Operations, or a related field
At least 1–2 years of experience in a real-time analyst, workforce management, or call center operations role
Proficiency in workforce management tools (e.g., Verint, NICE, Genesys, Aspect, Five9, or similar)
Strong analytical and problem-solving skills with attention to detail
Excellent communication and collaboration skills
Ability to work under pressure in a fast-paced, dynamic environment
Flexible to work different shifts, including weekends or holidays if needed

Real Time Analyst

Key skills