Real Time Analyst – Workforce Management (Contact Center Ops)

Join the Workplace Operations Workforce Management team as a Real Time Analyst, where you will play a vital role in managing support queues and ensuring Service Level Agreements (SLAs) are consistently met. You’ll balance staffing needs with real-time operational realities to keep the right people in the right place at the right time. Your proactive insights and rapid problem-solving will directly impact team performance and business goals. Revise forecasts and schedules based on real-time data and operational needs. Ensure agent schedules adherence, including breaks and trainings, minimizing operational disruption. Monitor queue volumes and proactively address any risk of SLA breaches. Provide clear root cause analysis of response/resolution delays with actionable recommendations. Onboard/off-board agents promptly in CBH systems. Track seat/license usage to ensure budget compliance. Monitor attendance and PTO to maintain required headcount continuously. Oversee holiday scheduling with minimal impact on operations. Deliver regular productivity and adherence reports to leadership.