Specialist II, Workforce Management (Real Time Analyst)

Job Summary

The Real Time Analyst is responsible for monitoring and managing intraday staffing levels, workforce adherence, real-time performance, and operational workforce requirements. This role ensures optimal staffing and service delivery by providing timely workforce updates, monitoring agent productivity, managing schedule adherence, and coordinating with Operations and Workforce Management teams.

Real-Time Monitoring & Communication

• Communicate system downtimes and tool issues to all stakeholders.
• Escalate system outages and workforce management tool issues to appropriate management teams.
• Coordinate and communicate workforce updates to Operations during downtime situations.
• Prepare and distribute downtime summary reports.

Intraday Staffing Management

• Monitor and manage intraday staffing levels to meet operational requirements.
• Provide staffing updates to Operations at regular intervals throughout business hours.
• Monitor actual staffing against scheduled staffing plans.
• Manage staffing levels across multiple sites while considering skill and organizational requirements.
• Recommend and coordinate overtime opportunities to meet weekly FTE requirements.

Schedule Adherence Monitoring

• Monitor real-time agent states and adherence performance.
• Identify and address agent non-adherence issues.
• Generate and distribute schedule adherence alerts and reports.
• Monitor agent discretionary activities and approved work states.
• Manage auxiliary activities and schedule-related updates within workforce management systems.

Skill & Queue Management

• Conduct split/skill assignment audits at least twice daily.
• Validate skill assignments against workforce and operational plans.
• Process and accommodate split/skill change requests from Workforce Management teams.

Reporting & Operational Support

• Complete special assignments and requests within established timelines.
• Ensure accuracy and completeness of workforce data and reports.
• Provide workforce-related information and analysis as requested by management.

Qualifications

• College graduate or completion of at least three (3) years of a related college course.
• Experience in Workforce Management, Real-Time Analysis, or similar operational support roles preferred.
• Knowledge of FTE projections and workforce calculations.
• Strong attention to detail and analytical skills.
• Excellent communication and stakeholder management abilities.
• Ability to work effectively with all levels of management.

Technical Skills

• Working knowledge of Workforce Management processes and call center operations.
• Proficiency in Microsoft Office applications.
• Experience with Avaya CMS Supervisor and/or other ACD reporting tools.
• Knowledge of KPI calculations and performance reporting.
• Familiarity with workforce management platforms such as Verint, IEX, Blue Pumpkin, eWFM, Aspect, or Impact 360 is an advantage.

Core Competencies

Data Management

• Ability to manage data storage, retrieval, reporting, and analysis using established standards and processes.

Attention to Detail

• Demonstrates a high level of accuracy and thoroughness in reports, analysis, and operational monitoring.

Workforce Management

• Knowledge of workforce planning, forecasting, scheduling, service level management, and metrics monitoring.

Analytical & Logical Thinking

• Ability to analyze data, identify trends, evaluate alternatives, and make logical recommendations.

Forecasting

• Ability to develop forecasts and workforce projections using historical data, trends, and statistical analysis.

Preferred Knowledge

• Workforce forecasting and capacity planning.
• Basic Erlang B & Erlang C concepts.
• Queue management and service level analysis.
• Statistical and capacity utilization analysis.
• Contact center workforce management best practices.

Why Join Us?

Join a dynamic team where you'll play a critical role in driving operational efficiency, workforce optimization, and exceptional customer service delivery through real-time analysis and workforce management expertise.