WFM Analyst

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 be responsible for effectively managing incoming contacts throughout the day, communicating changes in contact patterns, driving adherence to expected capacity, and making real-time decisions to achieve service level and efficiency metric goals. Your ability to proactively gather data for root cause analysis, alert stakeholders of obstacles, manage breaks, meetings, and trainings, and maintain strong relationships with key stakeholders will be essential for success in this role. You should have 1-2 years of experience in a Real-Time Analyst or WFM support role, a Bachelor's degree or equivalent experience, proficiency with WFM tools, and an analytical mindset with the ability to make decisions under pressure. A good understanding of contact center KPIs and metrics, exposure to multi-site or global WFM environments, and strong communication and stakeholder management skills are also required. Your role will involve real-time codings as per operational requests, effective shrinkage management, and independently driving projects while effectively communicating with both internal and client teams. Join unifyCX, an emerging Global Business Process Outsourcing company, and contribute to elevating the customer experience using advanced AI technologies. Be part of a diverse and innovative team dedicated to supporting international clientele and meeting the evolving demands of a global market with agility and precision.,