Workforce Management Analyst

As a Workforce Management (WFM) Real-Time Analyst (RTA) at our company, your role is crucial in monitoring and managing real-time workforce metrics to maintain optimal staffing levels and meet operational targets. Your immediate adjustments to schedules, addressing workforce issues, and timely insights will support operational efficiency and service quality. Key Responsibilities: - Continuously monitor real-time data and workforce metrics such as call volumes, service levels, and agent availability. - Track and report on adherence, occupancy, and other performance indicators throughout the day. - Utilize expertise in CMS Avaya, Verint/IEX WFM Tool for effective real-time monitoring. - Make real-time adjustments to staffing schedules based on current demand, including shift changes, break adjustments, and emergency coverage. - Communicate schedule changes and adjustments to relevant team members and departments. - Quickly address and resolve any issues related to staffing, scheduling, or adherence that arise during operational hours. - Collaborate with supervisors and managers to address staffing gaps or performance concerns. - Analyze real-time data to identify trends or potential issues impacting service levels and operational performance. - Provide real-time and end-of-day reports on performance metrics, including adherence, service levels, and anomalies. - Work closely with WFM Planners, schedulers, and operational teams to ensure alignment and coordination. - Communicate effectively with agents and supervisors regarding schedule changes, adherence issues, and performance expectations. - Identify opportunities for process improvements in real-time monitoring and response. - Suggest and implement strategies to enhance real-time management practices and overall operational efficiency. Join our team and be a part of a dynamic environment where your contributions as a WFM RTA will play a significant role in achieving operational success.,