Workforce Management (WFM) Real-Time Analyst

As a Workforce Management (WFM) Real-Time Analyst, you will be responsible for managing all real-time management (RTM) related activities and ensuring the seamless flow of business metrics and deliverables. Your key responsibilities will include: - Monitoring queue level performance and reporting any significant variations from volume forecast, AHT assumptions, and shrinkage factors to Operations and WFM leadership. - Driving real-time management performance for both in-house contact centers and vendors. - Driving skilling and priority changes for in-house contact centers and vendors. - Constantly monitoring, tracking, communicating, and documenting real-time floor activities in terms of adherence to defined processes. - Approving and plotting real-time schedule exceptions and creating accurate, timely, and relevant intraday reports. - Simulating different scenarios, developing contingency plans for unexpected events, and invoking those plans when required. - Conducting root cause analysis and providing operational actions. - Publishing intraday reports and attendance at regular intervals. - Recommending overtime requirements. - Providing ad-hoc data and regular reporting. - Working extensively on worksheets. Qualifications required for this role include: - Minimum 1.5 years of experience in WFM. - Excellent written and verbal communication skills. - Strong interpersonal skills to facilitate cross-geographic interaction. - Proficiency in using MS Office applications (MS Word, Excel) and Google Sheets. - Knowledge of WFM tools is required. Experience of working on Genesys Purecloud will be an added benefit. Please note that this is a full-time position with a rotational shift schedule. The work location is in person. Thank you!,