WFM Analyst

As a WFM Real-Time Analyst in the Voice Process (BPO) team 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. Key Responsibilities: - Monitor service levels and site performance in real-time to manage incoming contacts effectively - Communicate changes in incoming contact patterns to operations and the 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 make real-time decisions confidently - Alert frontline agents/supervisors about obstacles hindering business targets - Manage breaks, meetings, coaching, and trainings efficiently - Establish strong relationships with key stakeholders across all sites to ensure shared objectives are met - Manage shrinkage effectively - Code real-time updates as per operational requests (PTO, Sick, Absence, etc.) - Independently drive projects and communicate effectively 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 About unifyCX: unifyCX is a Global Business Process Outsourcing company with a strong presence in multiple countries. We provide personalized contact center, business processing, and technology outsourcing solutions to clients worldwide. Our commitment to innovation and advanced AI technologies positions us as a trusted partner for businesses looking to meet global market demands with agility and precision. We are a certified minority-owned business and an EOE employer dedicated to welcoming diversity.,