Workforce Management Analyst

As a Real Time Analyst (RTA) in our Workforce Management Team, you will be responsible for monitoring queue level performance and reporting any significant variations from volume forecast, AHT assumptions, and shrinkage factors to Operations and WFM leadership. Your role will involve driving real-time management performance for In-house contact centers and Vendors, as well as overseeing skilling and priority changes. You will be expected to constantly monitor, track, communicate, and document real-time floor activities to ensure adherence to defined processes. In this position, you will play a key role in approving and plotting real-time schedule exceptions, creating accurate intraday reports, and developing contingency plans for unexpected events. Your ability to conduct root cause analysis and provide operational actions will be crucial in maintaining operational efficiency. Additionally, you will be responsible for publishing intraday reports, attendance tracking, recommending overtime requirements, and fulfilling ad-hoc data analysis requests. To be successful in this role, you should have a minimum of 18 months of experience in a similar position with excellent written and verbal communication skills. Strong interpersonal skills are essential for facilitating cross-geographic interaction, and proficiency in using MS Office applications, Google Sheets, and WFM tools is required. Experience working with Genesys Purecloud will be considered an added benefit, along with possessing good analytical skills and business acumen. The minimum education requirements for this position are an Undergraduate diploma or HSC pass (10+2). If you are someone who thrives in a fast-paced, dynamic environment and has a passion for optimizing real-time performance, we welcome you to apply for this exciting opportunity.,