WFM Analyst

As a Real-Time Analyst at unifyCX, you will play a crucial role in our Workforce Management team. Your primary responsibility will be to monitor service levels and site performance in real-time to ensure efficient handling of incoming contacts and adherence to operational goals. You will be tasked with monitoring service levels throughout the day, communicating any changes in contact patterns to operations and the wider WFM team. Your role will also involve driving real-time adherence to expected capacity, conducting root cause analysis, and promptly addressing any obstacles that may impact business targets. In addition to monitoring and analysis, you will manage breaks, meetings, coaching, trainings, and effective shrinkage management. Building strong relationships with key stakeholders across all sites will be essential to ensure shared objectives are met. You will also be responsible for real-time codings as per operational requests. To excel in this role, you should have 1-2 years of experience in a Real-Time Analyst or WFM support role, along with a Bachelor's degree or equivalent experience. Proficiency with WFM tools, analytical mindset, and the ability to make decisions under pressure are essential. A good understanding of contact center KPIs and metrics, as well as strong communication and stakeholder management skills, will be valuable assets. If you are looking to join a dynamic team that leverages advanced AI technologies to enhance customer experience and operational efficiency, unifyCX offers an exciting opportunity for you to grow and make a meaningful impact in the global business process outsourcing industry.,