Real Time Analyst | Workforce Management

The Real Time Analyst lives in the Workplace Operations Workforce Management team and is responsible for managing the queue and making sure that the Service Level Agreements for various programs are met. This role keeps the engine of our support team running smoothly. You’ll help make sure the right people are in the right place at the right time, balancing business needs with the realities of day-to-day operations. Whether it’s spotting issues before they become problems, keeping things on track behind the scenes, or making savvy moves to meet business goals, your efforts will make a strong impact teamwide. Responsibilities include revising forecasts, ensuring proper agent scheduling and adherence, monitoring support queues, managing breaks and training, providing root cause analysis, onboarding and off-boarding agents, tracking seat usage, monitoring attendance, overseeing holiday schedule management, and providing information to operational leaders on agent productivity. The role requires 3+ years in a contact center and 2+ years in Workforce Management, strong math skills, attention to detail, expertise in reporting and automation, and problem-solving abilities.