WFM Analyst

Role Overview: As a Real-Time Analyst at unifyCX, you will play a crucial role in monitoring service levels and site performance in real-time to ensure optimal handling of incoming contacts and adherence to operational goals. You will leverage advanced AI technologies to enhance the customer experience and drive operational efficiency for clients. Your proactive and detail-oriented approach will be essential in making real-time decisions, problem-solving, and effectively communicating changes to the operations team. Key Responsibilities: - Monitor service levels and site performance in real-time to effectively manage incoming contacts - Communicate changes in incoming contact patterns to operations and the broader WFM team - Drive real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals - Proactively gather data for root cause analysis and act promptly and confidently - Alert frontline agents/supervisors of obstacles hindering business targets - Manage breaks, meetings, coaching, and trainings timely - Build and maintain strong relationships with key stakeholders to ensure shared objectives are met - Manage shrinkage effectively - Handle real-time codings as per operations request (PTO, Sick, Absence, etc.) - Independently drive projects and communicate end-to-end with internal and client teams Qualifications Required: - 1-2 years of experience in a Real-Time Analyst or WFM support role - Bachelor's degree or equivalent experience - Proficiency with WFM tools - Analytical mindset with the ability to make decisions under pressure - Good understanding of contact center KPIs and metrics - Exposure to multi-site or global WFM environments is a plus - Strong communication and stakeholder management skills,