Position Overview

We are looking for full-time Workforce Management Real-Time Analysts (WFM RTA) who will be responsible for managing and monitoring the contact center's real-time operational performance. This role involves analyzing call center metrics, making real-time adjustments to staffing, and ensuring optimal service levels and efficient operations. The RTA will work closely with CS Managers, Supervisors, and contact center agents to balance workloads and maintain service standards.

Additionally, the RTA will support our ongoing configuration and maintenance of call center systems within the client services group as may be required.

Key Responsibilities

• Monitor real-time performance metrics, including call volumes, service levels, and agent adherence throughout the day.
• Manage staffing levels and schedules in real-time to meet service level targets and operational goals.
• Quickly respond to and manage unplanned events, such as system outages, high call volumes, and staffing shortages.
• Communicate and coordinate directly with stakeholders on trends and staffing levels to ensure appropriate resource allocation and to address any operational issues.
• Use WFM software and tools to manage real-time operations and to make data-driven decisions.
• Assist WFM Analyst in generating and distributing real-time performance reports and intraday summaries to management.
• Assist WFM Analyst in the setup of new dashboards for regional managers.
• Identify and recommend improvements to processes and systems to enhance operational efficiency and service quality.
• Work closely with other WFM team members to ensure consistent and effective workforce management practices.
• Provide guidance and support to agents and supervisors on real-time adherence and performance metrics.

 

Qualifications and Skills

• A bachelor's degree in computer science, business, operations management, or a related field is preferred.
• Minimum two years of experience in a workforce management or call center operations role.
• Proficiency in WFM software (such as NICE, RingCentral or Aspect) and a strong knowledge of Microsoft Office, especially Excel and PowerPoint
• Strong analytical and problem-solving skills with the ability to interpret and act on data quickly
• Excellent verbal and written communication skills with fluency in English
• Ability to manage multiple tasks and priorities in a fast-paced environment
• Strong interpersonal skills and the ability to work effectively in a team-oriented environment
• High level of accuracy and attention to detail

 

Company Benefits & Perks: 

• Competitive salary package.
• Performance-based annual bonus (cash and stocks)
• Group Medical & Life Insurance.
• Modern offices with free amenities & fully stocked cafeterias
• Monthly food card & company-paid snacks.
• Hardship/shift allowance with company-provided pickup & drop facility*
• Attractive employee referral bonus.
• Frequent company-sponsored team-building events and outings

* Depending upon the shifts.

**The benefits package is subject to change at the management's discretion.