WFM Real Time Analyst

The WFM Real-Time Analyst is responsible for actively monitoring and managing intraday performance across queues and agents to ensure alignment between actual performance and forecast plans. This role ensures optimal staffing levels throughout the day, enabling the contact center to consistently meet service level agreements (SLAs), key performance indicators (KPIs), and client expectations.

Requirements

• Collect information for RTM and execute actions to support service metrics
• Collect relevant program information about KPIs/BTP (Expectations)
• Collect information about What if Scenarios/Alert mechanisms/Escalation guideline for the account
• Queue management (within the interval)
• Monitor queue
• Manage skills
• Situation management
• BCP situations: Downtime, System issues, etc.
• Routing issues (client side)
• Volume allocation (Load balancing client side)
• Intraday management (throughout the day)
• Planned delivery governance (Service KPis, Handling capacity, Shrinkage, Handle time, Line adherence)
• Send Staffing Outlook for present day +1 day at the start of shift to share projected plan
• Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate
• Schedule Adherence (Agent level) as per contractual KPI’s
• Update shrinkage segments in WFM tool
• Flagging agents out of adherence via Chat groups and other media channels.
• Management of adherence /conformance to improve advisor efficiency
• Monitor real-time call volumes, agent availability, and service level metrics to identify trends, patterns, and areas of improvement.
• Make proactive adjustments to agent schedules in real-time to ensure optimal staffing levels and adherence to service level targets.
• Continuously monitor intraday performance, identifying and addressing any deviations from the schedule, and taking necessary actions to minimize service disruptions.