Full-Time Real Time Analyst, WFM

Real-Time Monitoring: Continuously monitor KPIs and operational metrics using real-time dashboards and tools.

Data Analysis: Analyze real-time data to identify trends, patterns, and anomalies.

Issue Identification and Resolution: Quickly identify and troubleshoot operational issues, escalating to appropriate teams as needed.

Performance Optimization: Recommend and implement strategies to optimize performance based on real-time data insights.

Reporting: Generate regular reports on key metrics and provide insights to stakeholders.

Communication: Communicate effectively with team leaders and agents to manage break times, handle call spikes, and respond to unplanned absences.

Adjustment and Optimization: Adjust schedules and allocate resources in real-time to address service level challenges and operational needs.

Tool Utilization: Utilize WFM software and tools to monitor performance and make data-driven decisions.

Must Have:

• Previous experience in workforce management, or a related field is preferred.
• Proficiency in using WFM software and scheduling tools (Preferably Calabrio).
• Strong skills in using Google Sheets and Microsoft Excel for data management and reporting.
• Strong organizational skills with a keen eye for detail.
• Excellent verbal and written communication abilities.
• Ability to think critically and resolve scheduling conflicts.
• Collaborative mindset with the ability to work effectively with diverse teams.
• Strong time management skills, with the ability to handle multiple tasks simultaneously.
• Proficient in English language.

Good to Have:

• Excellent problem-solving skills and attention to detail.
• Ability to work independently and in a team environment.
• Strong problem-solving skills and attention to detail.
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Familiarity with business intelligence tools i.e. (Power BI, Tableau).

What is the last date for applying to the job?

Which countries are accepted for this remote job?