Real Time Monitoring Analyst

Key Responsibilities:

Real-Time Monitoring & Analysis:

• Monitor real-time adherence to schedules and identify deviations from planned staffing.
• Track service levels (SL), average handling time (AHT), occupancy, and shrinkage to optimize performance.
• Identify call volume trends, agent productivity, and workflow bottlenecks to provide actionable insights.
• Monitor queue activity and intraday reports to ensure optimal agent distribution.

Incident & Crisis Management:

• Quickly identify escalations, system outages, and staffing issues, and take corrective actions.
• Coordinate with IT and operations teams to resolve technical disruptions impacting service delivery.
• Implement contingency plans in case of unforeseen circumstances affecting workforce availability.

Workforce Optimization:

• Recommend real-time staffing adjustments (e.g., break/lunch adherence, overtime, shift swaps) to align with forecasted demand.
• Assist in managing workforce schedules, attendance, and performance deviations.

Reporting & Communication:

• Generate and share real-time performance dashboards and reports with key stakeholders.
• Communicate critical performance insights and recommendations to operations and leadership teams.
• Maintain accurate records of attendance, schedule adherence, and productivity metrics.

Collaboration & Continuous Improvement:

• Work closely with supervisors, team leads, and workforce planners to enhance operational efficiency.
• Provide insights for long-term forecasting and workforce planning improvements.
• Contribute to process improvements and automation efforts in workforce management.

Key Qualifications & Skills:

• Experience: 2-3 years in real-time workforce management, call center operations, or scheduling.
• Technical Skills: Proficiency in workforce management (WFM) tools like IEX, Verint, NICE, or similar platforms.
• Analytical Skills: Strong ability to analyze real-time data, identify trends, and recommend solutions.
• Problem-Solving: Ability to react quickly and make decisions under pressure to maintain service levels.
• Communication: Excellent verbal and written communication skills for coordination with different teams.
• Attention to Detail: Accuracy in monitoring workforce metrics, adherence, and real-time adjustments.
• Flexibility: Willingness to work in rotational shifts, weekends, or holidays as needed.