WFM Real Time Analyst

Taskus

2 - 6 years

4 - 8 Lacs

mumbai hyderabad

Posted:3 hours ago| Platform:

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Skills Required

hrsd workforce management real time analysis recruitment wfm resource management vendor management project management operations management employee relations mis reporting forecasting staffing talent management performance reporting mis

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary:

WFM Real Time Analyst

Key Responsibilities:

Monitor real-time performance metrics such as adherence, service levels, average handle time, and occupancy.
Track agent availability, breaks, and schedule compliance during the shift.
Provide immediate alerts and recommendations to team leads or supervisors in case of deviations.
Coordinate with the scheduling team to adjust staffing based on call volume fluctuations or unexpected absenteeism.
Ensure alignment between forecasted demand and actual demand, minimizing under- or over-staffing.
Prepare real-time reports and dashboards for stakeholders to ensure informed decision-making.
Assist in incident resolution by communicating updates, prioritizing actions, and supporting operational continuity.
Maintain accurate logs of interventions, schedule changes, and operational anomalies.
Support continuous improvement initiatives by identifying patterns and recommending process optimizations.
Ensure strict confidentiality and data security while handling operational information.

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