Wfm real time analyst

Mission

The WFM Real‑Time Analyst is responsible for actively monitoring and managing intraday performance across queues and agents to ensure alignment between actual performance and forecast plans. This role ensures optimal staffing levels throughout the day, enabling the contact center to consistently meet service level agreements (SLAs), key performance indicators (KPIs), and client expectations.

Real‑Time Performance Monitoring & Management Continuously oversee and track live performance metrics, including schedule adherence, agent availability, and queue status, ensuring alignment with forecasted plans. Proactively adjust staffing and resource allocation in real time to maintain service levels and meet client KPIs. Collaborate With Operational Leaders & Stakeholders Engage with team leaders, supervisors, and key stakeholders across operations, ensuring they are aligned on performance issues, deviations, and required interventions. Maintain clear, ongoing communication wit...