Workforce Analyst  

A Workforce/Real Time Analyst is responsible for real-time monitoring, tracking, documenting and communicating agent activity on multiple lines of business.

This includes but not limited to:

• Ensure End to end capacity planning for headcount, seats and other company assets.
• Queue monitoring and updating the management on any deviations.
• Daily collaboration with operations and other departments to ensure smooth functioning of the production environment.

Critical functions:

• Create analytical, user-friendly reporting templates.
• Analyzing real-time call trends and make adjustments to staffing to ensure service levels as well as company’s financial goals (efficiencies) are met.
• Making necessary adjustments in scheduling software to appropriately track the productivity of Call Center Agents.
• Attendance Management (Tracking agent login/logout)
• Recommend procedural and operational guideline changes to improve communications and operational efficiency.
• Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.

Education/Training:

• Preferably Bachelor’s Degree in Finance, Accounting, Statistics, Business or related field.

Background/Experience:

• At least 2-3 years of experience in Scheduling/Forecasting/Real-Time Analyst.
• Prior experience in a BPO organization is a plus.

Skillset required:

• Proficient in excel and workforce management principles.
• Strong analytical and problem-solving skills.
• Strong communication skills, oral and written.
• Self-motivated and quick to take action.
• Strong mathematical, analytical, communication and organizational skills.
• Excellent problem-solving skills;

Ability to:

• Multi-task.
• Understanding of P&L concepts.
• Time Management for self and others.
• Work with minimum supervision.
• See the business as a whole.